Automated device assistance

ABSTRACT

A user may perform activities at an automated device having various technical features, such as a display, a printer, a camera, a microphone, a speaker, and other features used to perform activities at the automated device. During performance of an activity, the user may run into an issue and request assistance from an agent having a computing device (e.g., a portable computing device). Additionally or alternatively, the automated device may detect the issue and send a request for assistance to a computing device managing a transaction assistance portal or directly to the agent&#39;s computing device. The request may identify the user, the activity, and/or the issue, and the agent and his or her computing device may be used to resolve the issue. The agent&#39;s computing device may also be used to facilitate customer relationship management with the user.

TECHNICAL FIELD

One or more aspects of the disclosure generally relate to computingdevices, computing systems, and computer software. In particular, one ormore aspects of the disclosure generally relate to computing devices,computing systems, and computer software that may be used to monitoractivities at and provide assistance for automated devices.

BACKGROUND

A customer may desire to perform an activity on an automated device. Theautomated device may provide various technical features that thecustomer may use to perform the activity. For example, the automateddevice may have a display, a printer, a camera, a microphone, a speaker,and other input/output devices that the customer may use to interactwith the automated device. While performing the activity, an issue mayarise. The issue may be a technical issue, such as a jammed printer, orany other type of issue. The issue may prevent the customer fromcontinuing with or completing his or her activity at the automateddevice.

SUMMARY

The following presents a simplified summary in order to provide a basicunderstanding of some aspects of the disclosure. The summary is not anextensive overview of the disclosure. It is neither intended to identifykey or critical elements of the disclosure nor to delineate the scope ofthe disclosure. The following summary merely presents some concepts ofthe disclosure in a simplified form as a prelude to the descriptionbelow.

Some aspects as disclosed herein are directed to, for example, a system,apparatus, non-transitory computer readable medium and/or method ofaccessing, by a computing device, an activity assistance portalcomprising status information for a plurality of automated devices. Thecomputing device may generate for concurrent display on a display of thecomputing device first status information for a first automated deviceat a location, and second status information for a second automateddevice at the location. The first status information may comprise afirst user identifier for a first user interacting with the firstautomated device and a first activity identifier identifying a firstactivity being performed by the first user. The second statusinformation may comprise a second user identifier for a second userinteracting with the second automated device and a second activityidentifier identifying a second activity being performed by the seconduser. The computing device may generate for display on the display ofthe computing device an option to assist the first user interacting withthe first automated device. Responsive to a selection of the option toassist the first user, a network connection between the computing deviceand the first automated device may be generated. The network connectionmay be configured to facilitate exchanging data between the computingdevice and the first automated device for assisting the first user.

The computing device may send a request to access the activityassistance portal to a central computing device configured to manage theactivity assistance portal. The computing device may receive, from thecentral computing device, permission to access the activity assistanceportal. Accessing the activity assistance portal may be performedresponsive to receiving the permission from the central computingdevice.

The computing device may generate for display on the display of thecomputing device an indicator indicating that the computing device isassisting the first user. The computing device may send, to a centralcomputing device configured to manage the activity assistance portal, amessage indicating that the computing device is assisting the firstuser. The central computing device may be configured to update theactivity assistance portal to indicate that the computing device isassisting the first user.

In some aspects, responsive to a selection of an option to completeassisting the first user, the network connection between the computingdevice and the first automated device may be disconnected. The activityassistance portal may be updated to indicate that the computing deviceis no longer assisting the first user after the network connection isdisconnected.

The first activity may comprise an authentication of the first user. Themethod may further comprise receiving, by the computing device, ascanned image of an ID for the first user. Responsive to receiving thescanned image of the ID, the computing device may generate for displayon the display of the computing device the scanned image of the ID forthe first user. The computing device may generate for display on thedisplay of the computing device a selectable option to authenticate thefirst user.

The first activity may comprise a check deposit transaction or a cashcheck transaction. The method may further comprise receiving, by thecomputing device, a scanned image of a check scanned by a scanner of theautomated device. Responsive to receiving the scanned image of thecheck, the computing device may generate for display on the display ofthe computing device the scanned image of the check. The computingdevice may generate for display on the display of the computing device aselectable option to verify the check. In some aspects, generating fordisplay on the display of the computing device the option to assist thefirst user may be performed responsive to an alert at the firstautomated device or responsive to a request by the first user forassistance.

Some aspects as disclosed herein are directed to, for example, a system,apparatus, non-transitory computer readable medium and/or method ofgenerating, by a computing device, a first network connection between anautomated device and a first assistance device. The first assistancedevice may be configured to assist with an activity being performed by auser at the automated device. The computing device may receive a requestto transfer service to a second assistance device. Responsive toreceiving the request to transfer service, the computing device mayremove the first network connection between the automated device and thefirst assistance device and generate a second network connection betweenthe automated device and the second assistance device. The secondassistance device may be configured to assist with the activity beingperformed by the user at the automated device.

The method may comprise receiving, from the first assistance device, arequest for the first assistance device to assist the automated devicewith the activity being performed by the user at the automated device.Generating the first network connection between the automated device andthe first assistance device may be performed responsive to receiving therequest for the first assistance device to assist the automated device.

The computing device may update an activity assistance portal toindicate that the first assistance device is assisting the user with theactivity being performed by the user at the automated device responsiveto generating the first network connection between the automated deviceand the first assistance device. The computing device may update theactivity assistance portal to indicate that the second assistance deviceis assisting the user with the activity being performed by the user atthe automated device responsive to generating the second networkconnection between the automated device and the second assistancedevice.

In some aspects, the automated device, the first assistance device, andthe second assistance device may be located at a same location.Alternatively, the automated device and the first assistance device maybe located at a first location, and the second assistance device may belocated at a second location different from the first location.Alternatively, the first assistance device and the automated device maybe located in a first room in a building, and the second assistancedevice may be located in a second room in the building. Alternatively,the first assistance device and the automated device may be located in afirst building, and the second assistance device may be located in asecond building different from the first building.

Generating the second network connection between the automated deviceand the second assistance device may be performed responsive toreceiving, by the computing device and from the second assistancedevice, an acceptance of the request to transfer service to the secondassistance device. The computing device may send, to the secondassistance device, data identifying the activity being performed by theuser at the automated device.

Some aspects as disclosed herein are directed to, for example, a system,apparatus, non-transitory computer readable medium and/or method ofreceiving, by a computing device and from a server managing an activityassistance portal, status information for each of a plurality ofautomated devices. The status information for an automated device of theplurality of automated devices may indicate whether the automated deviceis available, is functioning in a self-service mode, is being assistedby the computing device, is being assisted by another computing device,or has requested to be assisted. The computing device may generate fordisplay on a display of the computing device the status information foreach of the plurality of automated devices, including first statusinformation for a first automated device of the plurality of automateddevices. The computing device may generate for display on the display ofthe computing device an option to switch the display from displaying thefirst status information for the first automated device to displaying aproduct or service available to a user at the first automated device.Responsive to receiving a selection of the option to switch the display,the computing device may generate for display on the display of thecomputing device the product or service available to the user.

The first status information may comprise an activity being performed bythe user at the first automated device, and a selectable option for thecomputing device to assist the user to perform the activity. The productor service available to the user may comprise an opportunity flagged bythe computing device or another computing device during a prior activitybeing performed by the user.

The computing device may generate for display on the display of thecomputing device a second option to switch the display from displayingthe product or service available to the user to displaying the firststatus information for the first automated device. Responsive toreceiving a selection of the second option to switch the display, thecomputing device may generate for display on the display of thecomputing device the first status information for the first automateddevice.

The product or service available to the user may comprise an opportunityflagged for the user during a prior interaction between the user and oneof the plurality of automated devices, and the method may comprisestoring, in a database and in association with a profile of the user,the opportunity flagged for the user during the prior interaction.

The first status information for the first automated device may indicatethat the first automated device is being assisted by the computingdevice or is being assisted by another computing device. The display ofthe product or service available to the user may be read-only until thefirst status information for the first automated device indicates thatassistance of the first automated device is completed.

The method may comprise receiving a selection of the product or serviceby the user at the first automated device. A database comprising aprofile for the user may be accessed. An application for the product orservice may be pre-populated using information from the profile for theuser. In some aspects, the display of the product or service availableto the user may comprise a selectable option to display one or moreappointment for the user and a selectable option to display informationfrom a profile for the user.

Some aspects as disclosed herein are directed to, for example, a system,apparatus, non-transitory computer readable medium and/or method ofdetermining, by a computing device managing an activity assistanceportal, status information for each of a plurality of automated devicesat a same location. The status information for an automated device ofthe plurality of automated devices may indicate an activity beingperformed by a corresponding user at the automated device. The computingdevice may determine, for each of the plurality of automated devices, anamount of time associated with the activity being performed by thecorresponding user at the automated device. The computing device maydetermine an order for assisting the plurality of automated devicesbased on the amount of time associated with the activity being performedby the corresponding user at the automated device. The computing devicemay generate for display on one or more activity assistance devices aninterface comprising the status information for each of the plurality ofautomated devices according to the determined order.

The amount of time associated with the activity may comprise an amountof time the corresponding user spent at the automated device.Additionally or alternatively, the amount of time associated with theactivity may comprise an amount of time the corresponding user spentwaiting for assistance from the one or more activity assistance devices.

In some aspects, responsive to determining that a first activityassistance device of the one or more activity assistance devices isassisting a first automated device of the plurality of automateddevices, the interface may be generated by positioning the statusinformation for the first automated device above the status informationfor the remaining automated devices of the plurality of automateddevices. The computing device may send the interface to the firstassistance device. Responsive to determining that a second activityassistance device of the one or more assistance devices is assisting asecond automated device of the plurality of automated devices, themethod may comprise generating for display on the second activityassistance device a second interface by positioning the statusinformation for the second automated device above the status informationfor the remaining automated devices of the plurality of automateddevices. The computing device may send the second interface to thesecond assistance device. In some aspects, responsive to determiningthat a second activity assistance device of the one or more activityassistance devices is assisting a second automated device of theplurality of automated devices, the method may comprise generating theinterface by positioning the status information for the second automateddevice below the status information for the remaining automated devicesof the plurality of automated devices.

The method may comprise determining that an activity time at anautomated device of the plurality of automated devices exceeds anexpected activity time by more than a threshold. Generating theinterface may comprise including a notification on the interfacerequesting the one or more assistance devices to assist the automateddevice.

Some aspects as disclosed herein are directed to, for example, a system,apparatus, non-transitory computer readable medium and/or method ofauthenticating a customer at an automated device based on a card and aPIN, or based on an identifying document. Based on the authenticating,the method may comprise determining a profile for the customer stored ina database. Information identifying a plurality of accounts of thecustomer may be retrieved from the profile. A transaction assistancecomputing device may be granted access to information from the pluralityof accounts based on the information identifying the plurality ofaccounts. The method may comprise generating for display on a display ofthe transaction assistance computing device the information from theplurality of accounts.

The authenticating may be based on the card and the PIN, and the cardmay be associated with a single account of the plurality of accounts ofthe customer. In some aspects, responsive to authenticating the customerat the automated device, the customer may be granted access to theplurality of accounts at the automated device.

The authenticating may be based on the identifying document, and theauthenticating may comprise generating for display on the display of thetransaction assistance computing device an image of the identifyingdocument scanned at the automated device and the profile for thecustomer determined based on the authenticating. Alternatively, theauthenticating may comprise generating for display on the display of thetransaction assistance computing device an option to search for thecustomer in the database.

The method may comprise performing a second authentication of thecustomer at the automated device based on information retrieved from theprofile for the customer. In some aspects, information identifyingflagged opportunities for the customer may be retrieved from theprofile. The method may comprise generating for display on the displayof the transaction assistance computing device the flagged opportunitiesfor the customer.

Some aspects as disclosed herein are directed to, for example, a system,apparatus, non-transitory computer readable medium and/or method ofauthenticating a user at an automated device based on a first form ofauthentication. During performance of an activity by the user at theautomated device, it may be determined that an alert occurred and theactivity at the automated device may be paused. Responsive to acomputing device receiving an indication of the alert, the method maycomprise generating for display on a display of the computing device arequest for the computing device to authenticate the user based on asecond form of authentication. Responsive to receiving a selection of anoption to authenticate the user based on the second form ofauthentication, the computing device may send a message indicating thatthe user is authenticated based on the second form of authentication.The activity at the automated device may be resumed based on the secondform of authentication.

The first form of authentication may comprise a card and a PIN, and thesecond form of authentication may comprise a driver's license. Therequest for the computing device to authenticate the user based on thesecond form of authentication may comprise an image of the driver'slicense scanned at the automated device. The request for the computingdevice to authenticate the user based on the second form ofauthentication may comprise a prompt for an agent using the computingdevice to input information from the driver's license.

The second form of authentication may comprise an ID of the user, andthe request for the computing device to authenticate the user based onthe second form of authentication may comprise a prompt for an agentusing the computing device to input an ID type of the ID, a jurisdictionissuing the ID, a unique identifier of the ID, and an expiration date ofthe ID. The second form of authentication may comprise an agent overrideof the alert. Sending the message indicating that the user isauthenticated based on the second form of authentication may comprisesending the message to a server managing an activity assistance portalfor a location of the automated device.

BRIEF DESCRIPTION OF THE DRAWINGS

The present disclosure is illustrated by way of example and not limitedin the accompanying figures in which like reference numerals indicatesimilar elements and in which:

FIG. 1 illustrates an example operating environment in which variousaspects of the disclosure may be implemented.

FIG. 2 illustrates an example operating environment in which variousaspects of the disclosure may be implemented.

FIG. 3 illustrates an example operating environment in which variousaspects of the disclosure may be implemented.

FIG. 4 illustrates an example operating environment in which variousaspects of the disclosure may be implemented.

FIG. 5 illustrates an example user interface for local transactionassistance in which various aspects of the disclosure may beimplemented.

FIGS. 6A and 6B illustrate an example of at least a portion of a flowdiagram for authentication at an automated device in which variousaspects of the disclosure may be implemented.

FIGS. 7A and 7B illustrate an example of at least a portion of a flowdiagram for a withdrawal at an automated device in which various aspectsof the disclosure may be implemented.

FIGS. 8A-8D illustrate an example of at least a portion of a flowdiagram for a check deposit at an automated device in which variousaspects of the disclosure may be implemented.

FIGS. 9A-9C illustrate an example of at least a portion of a flowdiagram for a cash deposit at an automated device in which variousaspects of the disclosure may be implemented.

FIGS. 10A-10D illustrate an example of at least a portion of a flowdiagram for cashing checks at an automated device in which variousaspects of the disclosure may be implemented.

FIGS. 11A and 11B illustrate an example of at least a portion of a flowdiagram for receiving cash at an automated device in which variousaspects of the disclosure may be implemented.

FIGS. 12A-12C illustrate an example of at least a portion of a flowdiagram for depositing checks at an automated device or handling checkdeposit exceptions and/or alerts in which various aspects of thedisclosure may be implemented.

FIGS. 13A and 13B illustrate an example of at least a portion of a flowdiagram for cashing a check at an automated device or handling checkcashing exceptions and/or alerts in which various aspects of thedisclosure may be implemented.

FIG. 14 illustrates an example user interface for a welcome screen at anautomated device in which various aspects of the disclosure may beimplemented.

FIG. 15 illustrates an example user interface for selecting atransaction at an automated device in which various aspects of thedisclosure may be implemented.

FIG. 16 illustrates an example user interface for withdrawing cash at anautomated device in which various aspects of the disclosure may beimplemented.

FIG. 17 illustrates an example user interface for waiting for assistanceat an automated device in which various aspects of the disclosure may beimplemented.

FIG. 18 illustrates an example user interface for waiting forverification of a transaction in which various aspects of the disclosuremay be implemented.

FIG. 19 illustrates an example user interface for waiting for assistancewith user credentials in which various aspects of the disclosure may beimplemented.

FIG. 20 illustrates an example user interface for waiting for assistancewith a user card in which various aspects of the disclosure may beimplemented.

FIG. 21 illustrates an example user interface for waiting for assistancewith a malfunctioning automated device in which various aspects of thedisclosure may be implemented.

FIG. 22 illustrates another example user interface for waiting forwaiting for assistance with a malfunctioning automated device in whichvarious aspects of the disclosure may be implemented.

FIG. 23 illustrates yet another example user interface for waiting forassistance with a malfunctioning automated device in which variousaspects of the disclosure may be implemented.

FIG. 24 illustrates an example user interface for local transactionassistance in which various aspects of the disclosure may beimplemented.

FIG. 25 illustrates an example user interface for local transactionassistance in which various aspects of the disclosure may beimplemented.

FIG. 26 illustrates an example user interface for local transactionassistance in which various aspects of the disclosure may beimplemented.

FIG. 27 illustrates an example user interface for local transactionassistance in which various aspects of the disclosure may beimplemented.

FIG. 28 illustrates an example user interface for a transfer servicenotification in which various aspects of the disclosure may beimplemented.

FIG. 29 illustrates example selectable actions in which various aspectsof the disclosure may be implemented.

FIG. 30 illustrates example selectable actions for authentication,transaction alerts, verifying checks, and verifying non-customer IDs inwhich various aspects of the disclosure may be implemented.

FIG. 31 illustrates an example user interface for authenticating acustomer in which various aspects of the disclosure may be implemented.

FIG. 32 illustrates an example user interface for authenticating acustomer in which various aspects of the disclosure may be implemented.

FIG. 33 illustrates example user interfaces for authenticating acustomer in which various aspects of the disclosure may be implemented.

FIG. 34 illustrates an example user interface for authenticating acustomer in which various aspects of the disclosure may be implemented.

FIG. 35 illustrates an example user interface for verifying checks inwhich various aspects of the disclosure may be implemented.

FIG. 36 illustrates an example user interface for local transactionassistance in which various aspects of the disclosure may beimplemented.

FIG. 37 illustrates an example user interface for local transactionassistance in which various aspects of the disclosure may beimplemented.

FIG. 38 illustrates an example user interface for transaction alerts inwhich various aspects of the disclosure may be implemented.

FIG. 39 illustrates an example user interface for transaction alerts inwhich various aspects of the disclosure may be implemented.

FIG. 40 illustrates an example user interface for transaction alerts inwhich various aspects of the disclosure may be implemented.

FIG. 41 illustrates an example user interface for a supervisor overridein which various aspects of the disclosure may be implemented.

FIG. 42 illustrates an example user interface for a supervisor overridein which various aspects of the disclosure may be implemented.

FIG. 43 illustrates an example user interface for a supervisor overridein which various aspects of the disclosure may be implemented.

DETAILED DESCRIPTION

In the following description of various illustrative embodiments,reference is made to the accompanying drawings, which form a parthereof, and in which is shown, by way of illustration, variousembodiments in which the claimed subject matter may be practiced. It isto be understood that other embodiments may be utilized, and thatstructural and functional modifications may be made, without departingfrom the scope of the present claimed subject matter.

FIG. 1 illustrates an example block diagram of a computing device 101(e.g., a computer server, desktop computer, laptop computer, tabletcomputer, and the like) in an example computing environment 100 that maybe used according to one or more illustrative embodiments of thedisclosure. The computing device 101 may have a processor 103 forcontrolling overall operation of the server and its associatedcomponents, including for example random access memory (RAM) 105,read-only memory (ROM) 107, input/output (I/O) module 109, and memory115.

I/O module 109 may include, e.g., a microphone, mouse, keypad, touchscreen, scanner, optical reader, and/or stylus (or other inputdevice(s)) through which a user of computing device 101 may provideinput, and may also include one or more of a speaker for providing audiooutput and a video display device for providing textual, audiovisual,and/or graphical output. Software may be stored within memory 115 and/orother storage to provide instructions to processor 103 for enablingcomputing device 101 to perform various functions. For example, memory115 may store software used by the computing device 101, such as anoperating system 117, application programs 119, and an associateddatabase 121. Additionally or alternatively, some or all of the computerexecutable instructions for computing device 101 may be embodied inhardware or firmware (not shown).

The computing device 101 may operate in a networked environmentsupporting connections to one or more remote computers, such asterminals 141 and 151. The terminals 141 and 151 may be personalcomputers or servers that include any or all of the elements describedabove with respect to the computing device 101. The network connectionsdepicted in FIG. 1 include a local area network (LAN) 125 and a widearea network (WAN) 129, but may also include other networks. When usedin a LAN networking environment, the computing device 101 may beconnected to the LAN 125 through a network interface or adapter 123.When used in a WAN networking environment, the computing device 101 mayinclude a modem 127 or other network interface for establishingcommunications over the WAN 129, such as the Internet 131. It will beappreciated that the network connections shown are illustrative andother means of establishing a communications link between the computersmay be used. The existence of any of various well-known protocols suchas TCP/IP, Ethernet, FTP, HTTP, HTTPS, and the like is presumed.Computing device 101 and/or terminals 141 or 151 may also be mobileterminals (e.g., mobile phones, smartphones, PDAs, notebooks, tablets,and the like) including various other components, such as a battery,speaker, and antennas (not shown).

The disclosure is operational with numerous types of general purpose orspecial purpose computing devices. Examples of well-known computingdevices that may be suitable for use with the disclosure (including thesystem of FIG. 1) include, but are not limited to, personal computers,server computers, hand-held or laptop devices, multiprocessor systems,microprocessor-based systems, set top boxes, programmable consumerelectronics, network PCs, minicomputers, mainframe computers,distributed computing environments that include any of the above systemsor devices, and the like.

FIG. 2 illustrates another example operating environment in whichvarious aspects of the disclosure may be implemented. An illustrativesystem 200 for implementing methods according to the present disclosureis shown. As illustrated, system 200 may include one or moreworkstations 201. The workstations 201 may be used by, for example,agents or other employees of an institution (e.g., a financialinstitution) and/or customers of the institution. Workstations 201 maybe local or remote, and are connected by one or more communicationslinks 202 to computer network 203 that is linked via communicationslinks 205 to server 204. In system 200, server 204 may be any suitableserver, processor, computer, or data processing device, or combinationof the same.

Computer network 203 may be any suitable computer network including theInternet, an intranet, a wide-area network (WAN), a local-area network(LAN), a wireless network, a digital subscriber line (DSL) network, aframe relay network, an asynchronous transfer mode network, a virtualprivate network (VPN), or any combination of any of the same.Communications links 202 and 205 may be any communications linkssuitable for communicating between workstations 201 and server 204, suchas network links, dial-up links, wireless links, hard-wired links, andthe like.

FIG. 3 illustrates an example operating environment 300 in which variousaspects of the disclosure may be implemented. The operating environment300 may comprise one or more locations, such as the location 301. Thelocation 301 may comprise the location of one or more automated devices(e.g., automated device 302, automated device 303, automated device 304,and the like), such as a transaction center (e.g., a banking center)comprising automated device(s) or another building or outdoor locationcomprising automated device(s) (e.g., a grocery store, a commercialbuilding location, a lobby, a retail location, and the like). Thelocation 301 may also comprise the location of one or more localtransaction assistance (LTA) devices (e.g., LTA device 305, LTA device306, and the like). For example, one or more LTA devices may be locatedwithin the same building and/or outdoor location as one or moreautomated devices.

The automated device 302 (and automated device 303, 304, and the like)may facilitate self-service, assisted service, and/or full serviceactivities (e.g., transactions) between users and entities, such as afinancial institution. The users may be, but are not necessarily,customers of the entity. In some aspects, the automated device maycomprise an automated teller machine (ATM), a video transaction machine(VTM), or any other self-service device.

The automated device 302 may comprise one or more input and/or outputdevices that facilitate interaction between the user and the automateddevice, the financial institution, a local agent, a remote agent, andthe like. For example, the automated device may comprise a displayscreen, which may be a touchscreen or non-touchscreen display. Theautomated device may comprise keypad, a keyboard, a mouse, or any otherinput devices. For example, the user may be able to provide his or herPIN or other identifier during authentication. The automated device maycomprise audio devices, such as a microphone for listening to the userand a speaker for providing audio instructions to the user. Theautomated device may also comprise optical devices, such as a scannerfor scanning user identification (e.g., a driver's license, a passport,a student ID, or any other identification), for scanning checks forcashing or deposit, and the like. In some aspects, the useridentification may be used to authenticate the user. The automateddevice may comprise a video camera, which may also be used to scan useridentification or to facilitate interaction between the user and a localagent or a remote agent.

The automated device 302 may comprise additional devices usable tofacilitate a self-service, assisted service, or full servicetransaction. The automated device may authenticate a user, such as acustomer or a non-customer. For example, the automated device maycomprise a card scanner that may be used to scan a card, such as a bankcard, a credit card, a debit card, and the like to authenticate theuser. In addition to scanning the card, the user may providecredentials, such as a PIN. The user may also authenticate using otheridentification, such as a driver's license, passport, and the like, aspreviously explained.

The automated device 302 may be used to perform transactions, such asfinancial transactions. For example, the automated device may comprise adispensing device for dispensing cash, money orders, checks, or anyother financial instruments for withdrawal. The automated device mayalso comprise an instrument accepting device for accepting cash, moneyorder, checks, or any other financial instruments for deposit. Otherexemplary transactions that may be performed at the automated device 302include, but are not limited to, credit card advances, inquiries, andpayments, balance inquiries, payments and transfers, and the like. Ifthe user is a customer, the user may also be able to set preferences forthe user's account(s) using the automated device 302, such as changing aPIN or password to his or her account(s) or a language preference. Theuser may also be able to access his or her profile on the automateddevice 302.

The automated device 302 may comprise a printer for printing, forexample, a receipt for the transaction. Additionally or alternatively, atransaction receipt may be emailed to the user. The automated device 302may also provide advertisements, promotions, offers, and the like to theuser, as will be described in further detail below.

The LTA device 305 (and/or LTA device 306) may be used by a local agentto assist or otherwise interact with a user at the location 301. Forexample the LTA device 305 may comprise a tablet device, a smartphone, alaptop computer, a desktop computer, and the like. The LTA device mayhave a display screen, which may comprise a touchscreen ornon-touchscreen display. The LTA device may comprise input and/or outputdevices that may be used by the local agent to receive alerts, accesscustomer accounts with the financial institution, assist users atautomated devices, interact with other local agents, and interact withremote agents, among other capabilities, as will be described in furtherdetail below. Exemplary input and/or output devices of the LTA deviceinclude, but are not limited to, the touchscreen display, a front facingvideo camera, a rear facing video camera, a speaker, a microphone, abiometric reader for scanning a fingerprint, a keyboard, a mouse, akeypad, other buttons, and the like.

The operating environment 300 may also comprise one or more remote agentdevice 307, 308, 309, and the like. Like the LTA device, the remotedevice may be used by an agent, such as a remote agent, to assist orotherwise interact with a user at an automated device. The remote devicemay comprise any one or more of the input and/or output devicesdescribed above with respect to the LTA device. The remote agent devicemay comprise a tablet device, a smartphone, a laptop computer, a desktopcomputer, and the like. In some aspects, the remote agent and the remoteagent's device may be at a location different from the location of theautomated device. For example, the automated device 302 may be locatedat a transaction center, such as a banking center, and the remote agentdevice 307 may be located at a different transaction center, in adifferent building, and the like. The remote agent device 307 may belocated in a different city, state, and/or country from one or more ofthe automated devices.

The remote agent device 307 may be within the same building as theautomated device 302, but in a different room in the building. Forexample, the automated device 302 may be located in the lobby of atransaction center, whereas the remote agent device 307 and remote agentdevice may be located in a conference room or office of the sametransaction center. In some aspects, the remote agent device 307 may beat the same location as another remote agent device, such as the remoteagent device 308 or the remote agent device 309. In other aspects,remote agent devices may be at different locations.

The operating environment 300 may comprise a computing device 310, whichmay comprise any of the computing devices described herein. For example,the computing device 310 may comprise the computing device 101illustrated in FIG. 1 or the server 204 illustrated in FIG. 2. Thecomputing device 310 may facilitate communications between the automateddevices, the LTA devices, and/or the remote agent devices. The computingdevice 310 may also manage an activity (e.g., transaction) assistanceportal for LTA devices and/or remote agent devices to assist automateddevices. Various methods performed by the computing device 310 will bedescribed in further detail in the examples below. Any of the devicesillustrated in FIG. 3, such as the automated devices, the LTA devices,the remote agent devices, or the computing device 310 may communicatevia a network 311, which may comprise any of the networks previouslydescribed, such as the Internet, a LAN, a WAN, and the like. The network311 may comprise a plurality of network connections between any of theautomated devices, the LTA devices, the remote agent devices, or thecomputing device 310.

FIG. 4 illustrates an example operating environment 400 in which variousaspects of the disclosure may be implemented. The operating environment400 may comprise a building 402 (e.g., a transaction center), which maycomprise the location 301 illustrated in FIG. 3 (or a portion thereof).The building 402 may comprise a transaction center for users 404 (e.g.,customers or non-customers) to perform transactions, such as financialtransactions. When the user 404 enters the building 402, the user 404may access resources provided by one or more automated devices 406.

Each automated device 406 may operate in a self-service mode 408, anassisted service mode 410, or a full service mode 412. When an automateddevice 406 operates in the self-service mode 408, the user 404 may beable to complete a transaction without assistance from a local agent ora remote agent. In some aspects, the automated device 406 may operate inthe self-service mode unless the user 404 requests assistance from anagent or an operational alert event occurs at the automated device. Whenthe automated device 406 operates in the assisted service mode 410, alocal agent, such as a relationship banker, having an LTA device 411 mayassist the user 404 with part of his or her transaction (e.g.,authentication, ID verification, check verification, and the like). Thelocal agent may optionally be positioned proximate to the user 404 atthe automated device 406.

In response to the user 404 requesting assistance or in response to anoperational alert event occurring at the automated device 406, one ormore local agents and/or remote agents may be notified of the request oralert on their devices, such as the LTA device 411, LTA device 413, andthe like. An exemplary notification 420 may identify the user orcustomer requesting assistance, indicate the status or relationship ofthe user, indicate the amount of time since the request or alert 422(e.g., 7 minutes), and/or indicate the type of account or transaction424. Additional exemplary notifications will be described in furtherdetail in the examples below.

The automated device 406 may alternatively be connected to a device of aremote agent, such as remote agent 416 or remote agent 432, to provideassistance to the user 404 in the assisted service mode 410. A networkconnection may be established between the device of the remote agent416, 432 and the automated device 406 in response to the user 404requesting assistance or in response to an operational alert eventoccurring at the automated device 406. The video and/or audiocapabilities of the automated device 406 may be used to facilitatecommunication between the user 404 and the remote agent 416, 432. Theautomated device 406 may also hand over control of part of thetransaction (or the entire transaction) to the device of the remoteagent 416, 432 during the assisted service mode 410. During this handover or session, the remote agent 416, 432 may be able to provide inputto the automated device 406, much like the user 404 would be able to do.

When the automated device 406 operates in the full service mode 412, alocal agent having an LTA device 413 may complete the transaction forthe user 404 without requiring the user 404 to further interface withthe automated device 406. In response to the user 404 requestingassistance or in response to an operational alert event occurring at theautomated device 406, the local agent may approach the automated device406 and complete the transaction for the user 404. The LTA device 413 ofthe local agent may display information different from the informationdisplayed on the automated device 406, as will be described in furtherdetail below. Alternatively, the automated device 406 may be connectedto a device of a remote agent 416, 432 to provide assistance to the user404 in the full service mode 412. The device of the remote agent 416,432 may display the information (e.g., prompts, messages, and the like)being displayed on the automated device 406 such that the remote agentis able to see what the customer sees. During the full service mode 412,the remote agent 416, 432 may instruct the user to perform an action,such as entering a check, entering cash, selecting a withdrawal amount,providing authentication credentials, and the like. Each of theself-service mode 408, assisted service mode 410, and full service mode412 will be described in further detail in the examples below.

The building 402 may also comprise a lobby leader 418 with an LTA device419. In some aspects, the lobby leader 418 may comprise one of the localagents and may assist customers at the automated devices 406 whenrequested or alerted to do so. In some aspects, the informationdisplayed on the device 419 of the lobby leader 418 may comprise thesame information displayed on the devices 411 or 413 of the localagents. The lobby leader 418 may be able to coordinate the local agentsat the building 402. The location 402 may comprise various rooms 414 and416 used by local and remote agents to assist users 404 at the automateddevices 406. For example, the remote agent in the room 416 may beproviding video assistance to a user at an automated device 406 or anautomated device at a different building location. The remote agent inthe room 416 may also be physically assisting a user in the room 416.The rooms 414, 416 may be used to deepen relationships between the usersand the financial institution. For example, local agents in the rooms414 may provide the user with promotions, offers, marketing, and thelike.

The operating environment 400 may also comprise a location 426 (e.g., astructure) having automated devices that users may use to performtransactions. The example location 426 includes a video transactionmachine (VTM) 428 and an ATM 430. Similar to the automated devices 406in the building 402, the VTM 428 and ATM 430 may operate in aself-service mode, an assisted service mode, or a full service mode. Insome aspects, the location 426 might not have any local agents, such asif the location 426 is an outdoor location. Instead, the VTM 428 or ATM430 may be connected to a device of a remote agent (e.g., via video,audio, and the like), such as remote agent device 432 or 416, if theuser requests assistance and/or a transaction alert occurs. In someaspects, the location 426 may comprise a drive through location, suchthat users may perform transactions without stepping out of theirvehicles.

FIGS. 6A and 6B illustrate an example of at least a portion of a flowdiagram for authentication at an automated device in which variousaspects of the disclosure may be implemented. The illustrated steps maybe performed by any of the computing devices illustrated in FIGS. 3 and4, including the automated devices 302, 303, and 304, the LTA devices305 and 306, the remote agent devices 307, 308, and 309, and thecomputing device 310.

In step 602, a computing device may determine whether the system isavailable to perform authentication of a user at an automated device. Ifnot (step 602: N), the computing device may determine that the system isunavailable in step 604 and optionally display a message on theautomated device indicating to the user that the system is unavailable.The system may be unavailable if the automated device is malfunctioning,service is being performed on the system, or the user otherwise cannotbe authenticated via the automated device. If the system is available toauthenticate the user at the automated device (step 602: Y), the methodmay proceed to step 606.

In step 606, the automated device may initiate an attraction loop. Forexample, the automated device may display one or more still images orvideos while waiting for a user. After the attraction loop, theautomated device, in step 608, may display a welcome screen to the user.FIG. 14 illustrates an example user interface 1400 for the welcomescreen at the automated device in which various aspects of thedisclosure may be implemented. The welcome screen 1400 may display anoption 1405 for the user to authenticate with a card (e.g., a debitcard, bank card, credit card, and the like) and/or an option 1410 forthe user to authenticate using another means. The automated device maywait for a user selection of the option 1405 or the option 1410.

Returning to FIG. 6A, in step 610, the computing device may determinewhether the user selected the option 1405 to authenticate using a cardor the option 1410 to authenticate using other means. If the userselects the latter (step 610: N), in step 612, the automated device maydetermine whether the user is a customer of the financial institutionthat owns, operates, and/or manages the automated device or the locationof the automated device. If so, in step 612, the automated device mayprompt the user for his or her social security number (SSN), taxidentification number (TIN), or any other government-issued identifier.

In step 614, the automated device may display a prompt for the user toscan his or her ID, such as a driver's license, a passport, and thelike. Once the automated device scans and obtains an image from the ID,the automated device, in step 616, may display a message to the userthat the user is being authenticated by, for example, a local agent or aremote agent based on the user's ID.

FIG. 31 illustrates an example user interface 3100 for authenticating acustomer in which various aspects of the disclosure may be implemented.The interface 3100 may be displayed on an LTA device of a local agent ora remote agent in response to the user scanning his or her ID. In someaspects, the user scanning his or her ID may cause an authenticationalert to be displayed on one or more LTA devices via an activityassistance portal (e.g., a transaction assistance portal). The interface3100 illustrated in FIG. 31 may be displayed on an LTA device of anagent selecting an option to service the authentication alert from thetransaction assistance portal, as will be described in further detailbelow.

The interface 3100 may display a scanned image 3105 of the user'sdriver's license (or other ID). The interface 3100 may include aselectable option 3110 to request the user to rescan the driver'slicense, such as if the scanned image is blurry or the information onthe scanned image is otherwise unreadable. If the agent selects theoption 3110, the agent's device may send a request to the automateddevice to prompt the user to rescan the driver's license. The interface3100 may comprise a field 3115 for the agent to enter information fromthe user's ID. For example, the agent may enter the ID type (e.g., statedriver's license, international driver's license, passport, and thelike), the state or country that issued the ID, the unique identifierfor the ID (e.g., the driver's license number), and/or an expirationdate for the ID. In some aspects, the fields 3115 may be pre-populatedby the agent's device. For example, the agent's device (or any othercomputing device illustrated in FIGS. 3 and 4) may perform an opticalcharacter recognition (OCR) algorithm on the ID scanned by the user toidentify the ID type, the issuing state or country, the uniqueidentifier, and/or the expiration date of the ID.

FIG. 32 illustrates an example user interface 3200 for authenticating acustomer in which various aspects of the disclosure may be implemented.The ID fields 3215 have been populated with the ID type (state driver'slicense), the issuing state, the driver's license number, and theexpiration date. The agent may select the authenticate option 3217 toauthenticate the user based on his or her scanned ID. In some aspects,the agent may physically approach the user in a banking center tocompare the scanned ID image with the user or the physical copy of theuser's ID. If the agent determines that the scanned ID image correspondsto the user, the agent may select the authenticate option 3217 toauthenticate the user. Once the user is authenticated, the user mayperform one or more transactions using the automated device, as will bedescribed in further detail below.

FIG. 34 illustrates an example user interface 3400 for authenticating acustomer in which various aspects of the disclosure may be implemented.In particular, the interface 3400 may display a scanned image of theuser's driver's license 3405. The interface 3400 may also include anoption 3410 to request the user to rescan the ID. The interface 3400 mayinclude a verify ID option 3417 that, when selected by the agent,authenticates the user. The interface 3400 may comprise a field 3415 forthe agent to enter information from the user's ID or for the device topre-populate the fields with information from the scanned ID.

Returning to FIG. 31, if the user provided alternative identification,such as an SSN or TIN, the interface 3100 may optionally display the SSNor TIN in the customer profile search field 3120. The alternativeidentification may be used to search for the customer's profile with thefinancial institution based on the provided identification. Withreference to FIG. 32, the interface 3200 similarly displays thecustomer's alternative identification in the customer profile searchfield 3220. The agent may select the search option 3225 to search forthe customer's profile with the financial institution based on the SSNor TIN provided by the user. The interface 3200 may display searchresults 3230 for the SSN or TIN. For example, the search results mayreturn the name of a single customer (Customer A) and optionally provideinformation for the customer, such as the customer's address.

FIG. 33 illustrates example user interfaces for authenticating acustomer in which various aspects of the disclosure may be implemented.In particular, the interfaces illustrated in FIG. 33 illustrate variousways of searching for a customer. For example, the interface 3305 may beused to search for a customer by SSN or TIN, as previously described.The interface 3310 may be used to search for a customer by accountnumber. The interface 3315 may be used to search for a customer by nameand/or address information. The interface 3320 displays search resultshaving two customer profiles (Customer A and Customer B), such as if acustomer is in the system twice.

Returning to FIG. 6A, the user may be authenticated in step 618 usingthe ID if the agent selects any of the authenticate options previouslydescribed. Returning to step 610, if the user selects to authenticateusing a card (e.g., a debit card), the method may proceed to step 620illustrated in FIG. 6B.

With reference to FIG. 6B, in step 620, the automated device may displaya prompt requesting the user to insert and/or remove the card and waitfor the user to insert the card. In step 622, the automated device maydetermine whether the card could be properly read. If not (step 622: N),the automated device, in step 624, may request the user to reinsert thecard up to a predetermined number of times, such as 3. If the user'scard still cannot be used for authentication, the automated device mayproceed to step 626.

Additionally or alternatively, a message may be displayed to the user ifthe card cannot be read or is invalid. FIG. 20 illustrates an exampleuser interface 2000 for waiting for assistance with a user card in whichvarious aspects of the disclosure may be implemented. In particular, theinterface 2000 may indicate to the user that the user's card cannot beread or is invalid and that an agent will assist the user.

Returning to FIG. 6B, in step 626, the automated device may display aprompt for the customer to scan his or her ID and/or enter anidentifier, such as an SSN or TIN. In step 628, the user may scan the IDand/or provide a SSN, as previously described with reference to step614. In step 630, the automated device may display a message that theuser is being authenticated by a local or remote agent based on theuser's ID, as previously described with reference to step 616. Any ofthe interfaces illustrated in FIGS. 31, 32, 33, and 34 may be displayedat the agent's device, and the agent may use the interfaces toauthenticate the user, as previously described. In step 632, the usermay be authenticated using the ID or the SSN if the agent selects any ofthe authenticate options previously described.

Returning to step 622, if the card is validly read, the automated devicemay proceed to step 634 and display a prompt for the user to enter a PINor other passcode corresponding to the card. In step 636, the automateddevice may determine whether the entered PIN is correct. If not (step636: N), the automated device may provide the user a predeterminednumber of attempts to enter the correct PIN (e.g., 3 times). If the userdoes not provide the correct PIN within the predetermined number, theautomated device may prompt the user for scan his or her ID and/or enteran SSN in step 638 (similar to step 626), receive a scanned image of theID or the SSN in step 640 (similar to step 628), and display a messagethat the user is being authenticated by an agent in step 642 (similar tostep 630). In step 644 (similar to step 632), the user may beauthenticated using the ID or the SSN if the agent selects any of theauthenticate options previously described.

A message may be displayed to the user if the user enters an incorrectPIN. FIG. 19 illustrates an example user interface 1900 for waiting forassistance with user credentials in which various aspects of thedisclosure may be implemented. In particular, the interface 1900 mayindicate to the user that the user entered an incorrect PIN and that anagent will assist the user.

Returning to FIG. 6B, in step 646, the automated device may display anoption for the customer to receive a designated amount of cash (e.g.,fast cash), which the customer may set via his or her account(s) orprofile. If the customer selects the option to receive the designatedamount of cash, the automated device may dispense the designated amountand proceed to step 1118 of FIG. 11B, which will be described in furtherdetail below. The fast cash option may allow the user to quicklywithdraw cash after authenticating with the automated device. If thecustomer has not selected the option, the method may proceed to step648.

In step 648, the automated device may display an interface prompting theauthenticated user to select a transaction. FIG. 15 illustrates anexample user interface 1500 for selecting a transaction at an automateddevice in which various aspects of the disclosure may be implemented.The interface 1500 displays an option 1505 for a deposit, an option 1510for a withdrawal, and an option 1515 to cash a check. The interface 1500may also display an option 1520 for the user to request assistance froman agent that when selected, causes a request or alert to be displayedon local and/or remote agents' devices via a transaction assistanceportal.

FIGS. 7A and 7B illustrate an example of at least a portion of a flowdiagram for a withdrawal at an automated device in which various aspectsof the disclosure may be implemented. The illustrated steps may beperformed by any of the computing devices illustrated in FIGS. 3 and 4,including the automated devices 302, 303, and 304, the LTA devices 305and 306, the remote agent devices 307, 308, and 309, and the computingdevice 310.

In step 702, the automated device may display an interface prompting anauthenticated user to select a transaction. For example, the interfaceillustrated in FIG. 15 may be displayed at the automated device. If theuser selects the withdrawal option 1510, the automated device mayoptionally highlight the withdrawal option 1510 for a predeterminedamount of time (e.g., 1 second).

In step 704, the automated device may display an interface prompting theuser to select an account to withdraw from. In step 706, the automateddevice may display an interface prompting the user to select awithdrawal amount. The automated device may display the prompts in steps704 and 706 separately or together. FIG. 16 illustrates an example ofthe prompts in steps 704 and 706 displayed together.

FIG. 16 illustrates an example user interface 1600 for withdrawing cashat an automated device in which various aspects of the disclosure may beimplemented. The interface 1600 may display the user's availableaccounts 1605. For example, the user may have eight available accountsto withdraw cash from. A scroll option may be provided if not allavailable accounts can be displayed together. The account selected bythe user (e.g., Interest Checking account *###2) may be highlighted. Theinterface 1600 may also display an option 1610 for the user to select awithdrawal amount. The option 1610 may include fixed amounts of cash,such as $20, $40, $60, and the like. The option 1610 may also include anoption for the user to input a custom amount of cash, such as $160.00.The interface 1600 may also include a progress bar 1615 indicating theprogress of the transaction. The progress bar 1615 may indicate whichsteps of the transaction have been completed (e.g., select transaction,select account), the current step (e.g., withdrawal amount), and/orfuture steps that have not been completed (e.g., select receipt option,take cash). The interface 1600 may display an option 1620 for the userto request assistance from a local or remote agent.

Returning to FIG. 7A, in step 708, the automated device may attempt tovalidate the transaction. For example, the automated device maydetermine whether the withdrawal amount selected by the user is OK. Forexample, the user may be limited to maximum withdrawal amount, such as$500 or $1000. In step 710, the automated device may determine whetherit has the denominations (e.g., $1 bills, $5 bills, $10 bills, $20bills, $100 bills) available to create the selected withdrawal amount.If the withdrawal amount is not OK (step 708: N) or the automated devicedoes not have the appropriate denominations (step 710: N), the automateddevice may return to step 706 to prompt the user to select a differentwithdrawal amount. Otherwise, the automated device may proceed to step712.

In step 712, the automated device may display an option for the user toselect the denominations for the cash withdrawal. If the user selectsthe option (step 712: Y), the automated device may calculatedenominations available to the user in step 714. Otherwise (step 712:N), the automated device may determine to dispense the selectedwithdrawal amount using default denominations, such as $20 bills, thelargest bills (e.g., a $100 bill for a $100 withdrawal), and the like.

In step 716, the automated device may display an interface prompting theuser to select a receipt option. For example, the user may receive anelectronic receipt (e.g., via email, text message, online accountmessage portal, and the like) or a printed receipt. In step 718, theautomated device may process the requested cash withdrawal transaction.The automated device may optionally display a message to the user thatthe transaction is being processed.

During any of the steps of the transaction (e.g., authentication, selecttransaction, select account, withdrawal amount, select receipt option,take cash), the automated device may display an option, such as option1620 illustrated in FIG. 16, for the user to request assistance for thetransaction from a local or remote agent. If the user selects the option(e.g., in step 720), the automated device may send a request to thecomputing device 310 (and the transaction assistance portal) or directlyto any of the LTA devices 305 and 306 or remote agent devices 307-309indicating that the user of the automated device has requestedassistance. An alert indicating that the user has requested assistancemay be displayed on the LTA and/or remote agent devices (along with thealready displayed alerts for other users), as will be described infurther detail below.

The automated device may also display a message to the user that therequest for assistance has been sent. FIG. 17 illustrates an exampleuser interface 1700 for waiting for assistance at an automated device inwhich various aspects of the disclosure may be implemented. Theinterface 1700 may include a message 1705 indicating that the requestfor assistance has been processed. The interface 1700 may also includean option 1710 for the user to cancel his or her request for assistance.Selection of the option 1710 may cause the automated device to return tothe transaction. For example, the automated device may display the priorscreen that the user used to request assistance, such as the interface1600 illustrated in FIG. 16 if the user selected the assistance option1620 from the interface 1600.

With reference to FIG. 7B, in step 722, the automated device (or anothercomputing device) may determine whether an exception has occurred. Theautomated device may be malfunctioning. For example, a cash drawer fordispensing cash may be jammed. The automated device might be low or outon receipt paper. The user may have also have been flagged by the systemfor an agent to verify the user's identity prior to dispensing cash. Theamount of cash requested by the user may be unusually high compared tothe user's prior withdrawals or compared to average or medium cashwithdrawals made at the location. In some aspects, agents may review atransaction according to business rules. Exemplary business rulesinclude one of or a combination of a customer's method ofauthentication, transaction amount, transaction type, a geographicallocation of the transaction. The customer may have also requestedassistance from an agent. As another example, the customer may haveedited a check amount, and business rules may request an agent to verifythe edited amount.

If an exception occurred (step 722: Y), in step 724, the automateddevice may determine whether assistance from a local or remote agent tohandle the exception is needed. For example, assistance may be needed ifa cash drawer is jammed, and the automated device cannot dispense therequested withdrawal amount. On the other hand, assistance might not beneeded if the automated device is out of receipt paper and the user didnot request a printed receipt. If assistance from an agent is needed(step 724: Y), the automated device may proceed to step 726 and displaya message indicating to the user that an agent will assist the user.

FIG. 22 illustrates an example user interface 2200 for waiting forwaiting for assistance with a malfunctioning automated device in whichvarious aspects of the disclosure may be implemented. In particular, theinterface 2200 may display a message indicating that the automateddevice cannot dispense the requested cash. The message may also requestthe user to wait for assistance from a local or remote agent.

Returning to FIG. 7B, in step 728, the automated device (or othercomputing device) may determine whether to approve the cash withdrawaltransaction. In some aspects, the transaction may be approved if thelocal or remote agent selects an approve transaction option on theagent's device, as will be described in further detail below. Forexample, if the user was flagged by the system, a local agent mayapproach the user to authenticate the user or otherwise handle theexception. After addressing the exception, the local agent may selectthe approve transaction option on the local agent's device to permit thecash withdrawal. A remote agent may similarly perform the approvalprocess on the remote agent's device. If the remote agent needs accessto the user to approve the transaction (e.g., to authenticate the userto the provided user credentials), the remote agent's device can connectto the automated device's video and/or audio devices, such as thecamera, speaker, or microphone of the automated device. The remote agentand the user may communicate via the video and/or audio devices.

If the withdrawal has not been approved by an agent (step 728: N), instep 730, the automated device may optionally display a message to theuser to change the withdrawal amount. If the user chooses not to changethe withdrawal amount (step 730: N), the automated device may end thecash withdrawal transaction. If the user chooses to change thewithdrawal amount (step 730: Y), the automated device may return to step706 illustrated in FIG. 7A to determine the new withdrawal amount. Forexample, the user might not be approved to withdraw $1000 in cash, butmay be approved to withdraw up to $500 in cash.

If the withdrawal has been approved by an agent (step 728: Y), in step732, the automated device may optionally determine whether to print areceipt for the transaction. For example, the agent may select from hisor her device to print a receipt. Additionally or alternatively, theautomated device may determine whether to print a receipt based on areceipt option selected by the user in step 716 (e.g., printed receipt,electronic receipt, or none).

If the automated device determines to print a receipt (step 732: Y), theautomated device may display a receipt notification to the user in step734. The receipt notification may comprise a message indicating that areceipt is either being printed or sent electronically to the user.Additionally or alternatively, the receipt notification may provide theuser an option to select a receipt type. If the automated devicedetermines not to print a receipt (step 732: N), the automated devicemay complete the transaction in step 736. As previously described, anoption to request assistance may be displayed on the automated device.If the option is selected (step 720: Y), the automated device may send amessage requesting assistance from a local or remote agent. For example,the automated device may be out of receipt paper, but the user maydesire to receive a printed receipt. By requesting assistance, a localagent may be able to provide a printed receipt to the user.

In step 738, the automated device may determine whether to performanother transaction. The automated device may display a messagerequesting the user to perform another transaction or to end thesession. If the user selects the option to end the session or thesession times out (step 738: N), the automated device may end thesession. If, on the other hand, the user chooses to perform anothertransaction (step 738: Y), in step 740, the automated device may requestthe user to re-enter his or her PIN if the user authenticated with a PINin the previous transaction.

In step 742, the automated device may determine whether the PIN enteredby the user is correct. As previously explained, the automated devicemay provide the user with a predetermined number of tries, such as threetries. If the entered PIN is not correct (step 742: N) or if the userpreviously authenticated using, for example, a driver's license, theautomated device may proceed to step 744 to authenticate the user basedon the user's ID, as previously explained. The automated device maydisplay a message to the user that the automated device is waiting foran agent to authenticate the user.

In step 744, local and/or remote agent devices may receive an indicationthat the user at the automated device needs authentication. A local orremote agent may select an option to authenticate the user. If the agentauthenticates the user, the user may be authenticated in step 748, andthe user may perform another transaction (e.g., step 746). On the otherhand, if the agent does not authenticate the user, the session with theautomated device may end.

In some aspects, the user might not need to re-authenticate with theautomated device to perform another transaction. This may depend on themethod of authentication during the prior transaction. The system maystore an indication of the previous method of authentication, and theautomated device may look up the previous method of indication. If, forexample, a local or remote agent previously authenticated the user basedon the user's ID or other means, the user might not need to bere-authenticated. On the other hand, the user might need to bere-authenticated if the user provided a card and/or PIN for the previousauthentication.

In other aspects, rather than providing a PIN and/or an ID, such as adriver's license, for the subsequent transaction, the user might beauthenticated with other information. The other information might bemore readily available to the user than the PIN and/or driver's license.If the user is a customer of the financial institution, the otherinformation may comprise any information available from the customer'sprofile with the financial institution. For example, the authenticationinformation may comprise the last 4 digits of the customer's SSN, whichmay be stored in the customer's profile. The authentication informationmay comprise a portion of the customer's address, such as the customer'shouse number, which may also be stored in the customer's profile.Additional profile information that may be used for the secondauthentication include, but are not limited to, SSN, last 5transactions, credit or debit card numbers, CVV codes, state whereaccounts were opened, or other account relationships.

In some aspects, the automated device may use information from theprevious transaction to authenticate the user for the subsequenttransaction. For example, if the previous transaction was a cashwithdrawal, the automated device may prompt the user for the amount ofcash withdrawn in the previous transaction. If the user enters thecorrect amount, the user may be authenticated for the subsequenttransaction. Similarly, if the previous transaction was a check deposit,the automated device may authenticate the user if the user enters theamount deposited in the previous transaction.

The re-authentication may be based on physical attributes of the user.For example, the automated device may comprise a biometric fingerprintreader, and the user may authenticate by putting the user's hand orfinger on the reader. The camera of the automated device may be used torecognize the user's face. For example, the camera and associated facialrecognition software may confirm that the user that performed theprevious transaction is the user that is requesting the secondtransaction. Alternatively, the camera and associated facial recognitionsoftware may compare a captured image of the user with the image of theuser in the system, such as the user's driver's license or other IDcard. In some aspects, the automated device may comprise an apparatus,such as a mat or a scale, that can measure the user's weight. If theweight has not changed between the first transaction and the secondtransaction, the automated device may authenticate the user for thesecond transaction.

FIGS. 8A-8D illustrate an example of at least a portion of a flowdiagram for a check or cash deposit at an automated device in whichvarious aspects of the disclosure may be implemented. The illustratedsteps may be performed by any of the computing devices illustrated inFIGS. 3 and 4, including the automated devices 302, 303, and 304, theLTA devices 305 and 306, the remote agent devices 307, 308, and 309, andthe computing device 310.

In step 802, the automated device may display an interface prompting anauthenticated user to select a transaction. For example, the interfaceillustrated in FIG. 15 may be displayed at the automated device. If theuser selects the deposit option 1505, the automated device mayoptionally highlight the deposit option 1505 for a predetermined amountof time (e.g., 1 second) (not illustrated).

In step 804, the automated device may display an interface prompting theuser to select an account to deposit to. For example, the user'savailable accounts 1605 may be displayed on the automated device, andthe account selected by the user may be highlighted. In step 806, theautomated device may display an interface prompting the user to select atype of deposit. For example, the automated device may display an optionfor the user to deposit cash or to deposit checks. The automated devicemay display the prompts in steps 804 and 806 separately or together.Assume, for example, that the user has selected the option to depositchecks. The corresponding option may be highlighted by the automateddevice to provide feedback to the user.

In step 808, the automated device may display a message instructing theuser to insert and/or scan one or more checks. The automated device maydisplay instructions for inserting checks. For example, the instructionsmay indicate the maximum number of checks that may be inserted (e.g., 10checks). The instructions may also instruct the user to endorse eachcheck, smooth or flatten each check, and/or to remove any staples orenvelopes.

In step 810, the automated device may determine whether one or morechecks have been inserted. If not (step 810: N), the automated devicemay wait to receive checks from the user or may return to one or moreprevious screens, such as the screen in step 806. If the automateddevice determines that a check has been inserted, in step 812, theautomated device may determine whether the check is non-negotiable orotherwise not transferable. If so (step 812: Y), the automated device,in step 814, may display a message indicating that the entered documentcannot be processed or is not negotiable. Otherwise (step 812: N), theautomated device may proceed to step 816.

In step 816, the automated device may determine whether a check jam hasoccurred. If so (step 816: Y), the automated device may display, in step818, a message indicating to the user that a jam has occurred. Theautomated device may also send a message to one or more local or remoteagent device notifying the agent that a check jam has occurred. FIG. 23illustrates an example user interface 2300 for waiting for assistancewith a malfunctioning automated device in which various aspects of thedisclosure may be implemented. For example, the interface 2300 may bedisplayed if a check has jammed and/or the automated device cannototherwise return the inserted check.

During any of the steps of the check deposit transaction (e.g.,authentication, select transaction, select account, deposit type,deposit review), the automated device may display an option, such asoption 1520 illustrated in FIG. 15, for the user to request assistancefor the transaction from a local or remote agent. If the user selectsthe option (e.g., in step 820), the automated device may send a requestto the computing device 310 or directly to any of the LTA devices 305and 306 or remote agent devices 307-309 indicating that the user of theautomated device has requested assistance. An alert indicating that theuser has requested assistance may be displayed on the LTA and/or remoteagent devices (along with the already displayed alerts for other users),as will be described in further detail below. The automated device mayalso display a message to the user that the request for assistance hasbeen sent. As previously explained, the interface 1700 illustrated inFIG. 17 may be displayed.

With reference to FIG. 8B, in step 822, the automated device may processthe check inserted by the user. For example, the automated device maydisplay a message to the user that the check is being processed. Theautomated device may scan an image of the front and/or the back of thecheck. During the processing, in steps 824, 826, and 828, the automateddevice may review the inserted check (or the scanned image of theinserted check). The automated device may verify that text on thescanned image of the check is clear. The automated device may alsoverify that the scanned image includes particular pieces of information,such as the name and/or address of the drawer of the check, the name ofthe payee, the printed amount on the check, the written amount on thecheck, a signature of the drawer, a routing number, an account number, acheck number, an endorsement, and the like.

The automated device may display to the user the total number of checksscanned and/or if any of the scanned checks is unreadable and/or ismissing information. If a check is unreadable, the automated device maydisplay a message indicating that the unreadable check will be returnedat the end of the deposit transaction. Alternatively, the automateddevice may return the unreadable check and provide the user anopportunity to reinsert the check. The automated device may also displaythe total deposit amount for all of the scanned and readable checks. Theautomated device may calculate the total deposit amount based on theprinted amount on the check and the written amount of check.Additionally, the automated device may calculate the total depositamount based on information input by the user. As the automated deviceprocesses the inserted check, it may display an option to requestassistance from a local or remote agent (as illustrated in step 820).

In step 830, the automated device may determine whether the user willadd additional checks. For example, the automated device may display anoption for the user to add checks. If the user selects the option (step830: Y), the automated device may return to step 808 and display amessage instructing the user to insert the new check. The new check maybe processed by the automated device as previously described. If theuser does not desire to input any additional checks (step 830: N), theautomated device may proceed to step 832.

In step 832, the automated device may determine whether to return anychecks. For example, the automated device may return an unreadablecheck. The automated device may optionally provide the user anopportunity to reinsert the unreadable check, such as if the check ismissing information, such as a signature, a payment amount, anendorsement, and the like. If there are one or more unreadable checks,in step 834, the automated device may either cancel the deposittransaction and/or proceed with the deposit with the readable checks. Ifno checks were returned or the automated device otherwise determines toproceed with the transaction, in step 836, the automated device maydisplay an indication to the user that the check deposit is beingprocessed.

In step 838, the automated device (or another computing device) maydetermine whether to request a local or remote agent to verify theuser's check deposit transaction. If so (step 838: Y), the automateddevice may send a request to one or more agent devices to verify thetransaction, and an alert or other message may be displayed on agents'devices in response to receiving the message, as will be described infurther detail below. As previously explained, the automated device mayreturn an unreadable check. In some aspects, however, instead ofreturning an unreadable check to the user, the automated device mayrequest an agent to confirm the information on the check and/or enteredby the user. For example, if the automated device did not detect anendorsement by the payee on the back of the check, the automated devicemay request the agent to verify that the check includes an endorsement.If the automated device cannot detect the amount written on the check ordetects a discrepancy between the written amount and the amount enteredby the user at the automated device, the automated device may send arequest for assistance. If the number of inserted checks exceeds athreshold (e.g., 10 checks) or the total amount of each check or of allof the checks exceeds a threshold (e.g., $2000.00), the automated devicemay send a request for assistance. The local or remote agent device mayalso be used to verify checks based on configurable attributes, such asthe customer's method of authentication (e.g., Card and PIN or photo IDand profile search), the transaction amount (which may vary based onrelationship and mode of authentication), or transaction type (e.g.,cash coming in versus cash coming out). Verification may also occur ifthe automated device could not read the check and/or the customer editedthe check amount.

During verification by the agent, the automated device, in step 840, maydisplay a message to the user indicating that the check deposittransaction is currently being verified by an agent. FIG. 18 illustratesan example user interface 1800 for waiting for verification of atransaction in which various aspects of the disclosure may beimplemented.

FIG. 35 illustrates an example user interface 3500 for verifying checksin which various aspects of the disclosure may be implemented. Theinterface 3500 may be displayed on a local or remote agent's device inresponse to the agent receiving an alert and selecting an option toaddress the alert. The interface 3500 may display the scanned images3505 of the front and the back of the check. The interface 3500 may alsoprovide options for the agent to rotate, zoom in, zoom out, move, and/orreset the scanned image of the check (not illustrated).

The interface 3500 may also display information 3510 from the checkidentified by the automated device and/or by another computing device.Exemplary information includes the ABA routing number, the accountnumber, the check number, the amount 3515, and any other informationfrom the check. The amount 3515 displayed on the agent's device maycomprise the amount detected by the automated device, the amount enteredby the user, or both. The interface 3500 may also display an indicationto the agent if the user has entered an amount or modified the amountdetected by the automated device. The interface 3500 may also displayone or more messages (e.g., reminders) to the agent for verifying thecheck. For example, the interface 3500 includes a reminder for the agentto “Please verify the check is endorsed.”

The agent may compare the images 3505 of the scanned check to theinformation 3510 detected by the automated device or another devicecapable of processing the scanned images. If the information 3510matches the information on the scanned images 3505 or the agentotherwise decides to verify the check, the agent may select the “CheckVerified, Next Check” option 3520. If the user selects the option 3520,the agent's device may display an interface similar to the interface3500 for the next check inserted by the user. If the information 3510does not match the information on the scanned images 3505 or the agentotherwise decides not to verify the check, the agent may select the“Reject Check” option 3525. Selection of option 3525 may also cause theagent's device to display the next check. Alternatively, selection ofthe option 3525 may cause the user's transaction to be cancelled.

The interface 3500 may also include an option 3530 to scroll between thechecks inserted by the user. The example illustrated in FIG. 35 includesthree indicators (e.g., buttons or other GUI elements) because the userinserted three checks (or the automated device accepted three checks).However, any number of indicators may be displayed depending on thenumber of checks for the agent to verify. The interface may also includean option 3535 for the agent to complete the check verification process.If the complete option 3535 is selected, the agent's device may send amessage to a central server or to the automated device indicating thecheck(s) that have been verified. In some aspects, the complete option3535 may be made selectable by the agent once the agent verifies all ofthe checks.

Returning to FIG. 8B, in step 842, the automated device may receive amessage from the agent's device indicating whether the check deposittransaction has been verified by an agent and/or indicating which checkshave been verified. The automated device may determine whether thedeposit was modified by the agent. If not, the automated device maydisplay a message indicating that the deposit was verified and proceedto, for example, step 844, to provide a receipt for the transaction. Onthe other hand, if the agent modified the deposit (e.g., modifying theamount of a particular check, modifying the entire deposit amount,accepting a check rejected by the automated device, rejecting a check,and the like), the automated device may return to steps 824, 826, and828 indicating to the user the changes made by the agent and requestingthe user to approve the changes.

With reference to FIG. 8C, in step 844, the automated device may displayan interface providing the user with receipt options. For example, theinterface may include an option to print a receipt, electronicallyreceive a receipt, or not to provide a receipt. The interface may alsoinclude an option to print or electronically send the receipt with orwithout scanned images of the check(s). This interface may display anoption to request assistance from a local or remote agent (e.g., in step820). Once a receipt option is selected (or after a predetermined amountof time passes), the automated device may process the check depositand/or the selected receipt option in step 846. The automated device mayoptionally display a message to the user that the transaction is beingprocessed.

In step 848, the automated device may determine whether there is atransaction alert. Transaction alerts may comprise, for example,deception alerts (which may be based on business rules), check handlingmessages, and/or host messages. For check handling, the system mayidentify certain check types, and upon identification of those checktypes, the system may prompt an agent device to perform additionalprocess verification steps for the customer to complete the transaction.A host message may comprise a message coming from host system of recordsthat allows the agent to override an alert (based on information theagent is able to obtain) or to decline a transaction based on businessrules.

In step 850, the automated device may determine whether to print areceipt for the check deposit based on the receipt option selected bythe user in step 844 or a default receipt option (e.g., printing aphysical receipt). If the automated device determines to print a receipt(step 850: Y), the automated device may print a receipt in step 852 (orsend an electronic receipt if the user selected that option). In step854, the automated device may determine whether a physical receiptactually printed. If not (step 854: N), the automated device maydetermine that a receipt jam occurred in step 856. The automated devicemay display a notification of the receipt jam to the user and optionallyprovide an option for the user to receive an electronic receipt (e.g.,via email). The automated device may also provide an option for the userto request assistance from an agent to receive a physical receipt. Ifthe receipt printed (step 854: Y), the automated device may complete thecheck deposit transaction in step 858. The automated device may displaya message indicating to the user that the check deposit transaction hasbeen completed. If any checks were not accepted for any of the reasonspreviously described, the automated device may return the rejectedchecks in step 858.

With reference to FIG. 8D, in step 860, the automated device maydetermine whether any checks were returned (or attempted to bereturned). If so (step 860: Y), the automated device may determine, instep 862, whether any checks were jammed during the return process. Ifso (step 862: Y), the automated device may display, in step 864, amessage indicating to the user that the check(s) cannot be returned andthat an agent will assist the user. For example, the interface 2300illustrated in FIG. 23 may be displayed if a check has jammed and/or theautomated device cannot otherwise returned the inserted check. If nochecks were returned and/or jammed, the automated device may proceed tostep 866.

In step 866, the automated device may determine whether to performanother transaction. The automated device may display a messagerequesting the user to perform another transaction or to end thesession. If the user selects the option to end the session or thesession times out (step 866: N), the automated device may end thesession. If, on the other hand, the user chooses to perform anothertransaction (step 866: Y), in step 868, the automated device may requestthe user to re-enter his or her PIN if the user authenticated with a PINin the previous transaction.

In step 870, the automated device may determine whether the PIN enteredby the user is correct. As previously explained, the automated devicemay provide the user with a predetermined number of tries, such as threetries. If the entered PIN is not correct (step 870: N) or if the userpreviously authenticated using, for example, a driver's license, theautomated device may proceed to step 872 to authenticate the user basedon the user's ID, as previously explained. The automated device maydisplay a message to the user that the automated device is waiting foran agent to authenticate the user.

In step 872, local and/or remote agent devices may receive an indicationthat the user at the automated device needs authentication. A local orremote agent may select an option to authenticate the user. If the agentauthenticates the user, the user may be authenticated in step 874, andthe user may perform another transaction (e.g., step 876). On the otherhand, if the agent does not authenticate the user, the session with theautomated device may end.

As explained above, the user might not need to re-authenticate with theautomated device to perform another transaction. For example,re-authentication may be based on a previous authentication by a localor remote agent using the user's ID or other means, the userauthenticating based on a card and/or PIN for the previousauthentication, any information available from the customer's profilewith the financial institution (e.g., customer's SSN, customer's addressor portion thereof, and the like), information from the previoustransaction (e.g., the amount deposited in the previous check deposittransaction), physical attributes of the user (e.g., biometrics).

FIGS. 9A-9C illustrate an example of at least a portion of a flowdiagram for a cash deposit at an automated device in which variousaspects of the disclosure may be implemented. The illustrated steps maybe performed by any of the computing devices illustrated in FIGS. 3 and4, including the automated devices 302, 303, and 304, the LTA devices305 and 306, the remote agent devices 307, 308, and 309, and thecomputing device 310.

In step 902, the automated device may display an interface prompting anauthenticated user to select a transaction. For example, the interfaceillustrated in FIG. 15 may be displayed at the automated device. If theuser selects the deposit option 1505, the automated device mayoptionally highlight the deposit option 1505 for a predetermined amountof time (e.g., 1 second) (not illustrated).

In step 904, the automated device may display an interface prompting theuser to select an account to deposit to. For example, the user'savailable accounts 1605 may be displayed on the automated device, andthe account selected by the user may be highlighted. In step 906, theautomated device may display an interface prompting the user to select atype of deposit. For example, the automated device may display an optionfor the user to deposit cash or to deposit checks. The automated devicemay display the prompts in steps 904 and 906 separately or together.Assume, for example, that the user has selected the option to depositcash. The corresponding option may be highlighted by the automateddevice to provide feedback to the user.

In step 908, the automated device may display a message instructing theuser to insert cash. The automated device may display instructions forinserting cash. For example, the instructions may indicate the maximumamount of cash that may be inserted (e.g., $1000.00), the maximum numberof bills that may be inserted (e.g., 40 bills), the types of billsaccepted (e.g., U.S. currency, larger bills, and the like). Theinstructions may also instruct the user to smooth or flatten the cashbefore inserting.

In step 910, the automated device may determine whether cash has beeninserted. If not (step 910: N), the automated device may wait to receivecash from the user or may return to one or more previous screens, suchas the screen in step 906. If the automated device determines that cashhas been inserted, in step 912, the automated device may determinewhether a cash jam has occurred. If so (step 912: Y), the automateddevice may display, in step 914, a message indicating to the user that ajam has occurred. The automated device may also send a message to one ormore local or remote agent device notifying the agent that a cash jamhas occurred. An interface similar to the interface 2300 illustrated inFIG. 23 (except replacing the word checks with the word cash) may bedisplayed if cash has jammed and/or the automated device cannototherwise return the inserted cash. For example, FIG. 21 illustrates anexample user interface 2100 for waiting for assistance with amalfunctioning automated device in which various aspects of thedisclosure may be implemented. The interface 2100 may indicate to theuser that a machine malfunction has occurred and that the automateddevice is unable to process the transaction or return the user's cash.

During any of the steps of the cash deposit transaction (e.g.,authentication, select transaction, select account, deposit type,deposit review), the automated device may display an option, such asoption 1520 illustrated in FIG. 15, for the user to request assistancefor the transaction from a local or remote agent. If the user selectsthe option (e.g., in step 918), the automated device may send a requestto the computing device 310 or directly to any of the LTA devices 305and 306 or remote agent devices 307-309 indicating that the user of theautomated device has requested assistance. An alert indicating that theuser has requested assistance may be displayed on the LTA and/or remoteagent devices (along with the already displayed alerts for other users),as will be described in further detail below. The automated device mayalso display a message to the user that the request for assistance hasbeen sent. As previously explained, the interface 1700 illustrated inFIG. 17 may be displayed.

In step 916, the automated device may process the cash inserted by theuser. For example, the automated device may display a message to theuser that the cash is being processed. The automated device may scan animage of the front and/or the back of the inserted cash. The automateddevice may review the inserted cash (or the scanned images of theinserted cash). The automated device may verify that the cash isauthentic and/or otherwise acceptable.

With reference to FIG. 9B, in step 920, the automated device maydetermine whether to return any cash. For example, the automated devicemay return unreadable cash or cash that the automated device cannotauthenticate. The automated device may optionally provide the user anopportunity to reinsert the returned cash. If there are one or moreunreadable bills, in step 922, the automated device may display amessage to the user to take the unacceptable bills. The automated devicemay proceed with the cash deposit with the accepted bills.

In step 924, the automated device may optionally review the acceptedcash (or the scanned images of the accepted cash), similar to step 916.In step 926, the automated device may determine whether the user willadd additional cash. For example, the automated device may display anoption for the user to add cash. If the user selects the option (step926: Y), the automated device may return to step 908 and display amessage instructing the user to insert the additional cash. Theadditional cash may be processed by the automated device as previouslydescribed. If the user does not desire to input any additional cash(step 926: N), the automated device may proceed to step 928.

In step 928, the automated device may display an interface providing theuser with receipt options. For example, the interface may include anoption to print a receipt, electronically receive a receipt, or not toprovide a receipt. This interface may display an option to requestassistance from a local or remote agent (e.g., in step 918). Once areceipt option is selected (or after a predetermined amount of timepasses), the automated device may process the cash deposit and/or theselected receipt option in step 930. The automated device may optionallydisplay a message to the user that the transaction is being processed.

In step 932, the automated device may determine whether there is atransaction alert. Transaction alerts may comprise, for example,deception alerts (which may be based on business rules), check handlingmessages, and/or host messages. For check handling, the system mayidentify certain check types, and upon identification of those checktypes, the system may prompt an agent device to perform additionalprocess verification steps for the customer to complete the transaction.A host message may comprise a message coming from host system of recordsthat allows the agent to override an alert (based on information theagent is able to obtain) or to decline a transaction based on businessrules.

With reference to FIG. 9C, in step 934, the automated device maydetermine whether to print a receipt for the cash deposit based on thereceipt option selected by the user in step 928 or a default receiptoption (e.g., printing a physical receipt). If the automated devicedetermines to print a receipt (step 934: Y), the automated device mayprint a receipt in step 936 (or send an electronic receipt if the userselected that option). In step 938, the automated device may determinewhether a physical receipt actually printed. If not (step 938: N), theautomated device may determine that a receipt jam occurred in step 940.The automated device may display a notification of the receipt jam tothe user and optionally provide an option for the user to receive anelectronic receipt (e.g., via email). The automated device may alsoprovide an option for the user to request assistance from an agent toreceive a physical receipt. If the receipt printed (step 938: Y), theautomated device may complete the cash deposit transaction in step 942.The automated device may display a message indicating to the user thatthe cash deposit transaction has been completed. If the user selected afast cash option, which will be described in further detail below, theautomated might not provide a receipt to the user (step 944).

In step 946, the automated device may determine whether to performanother transaction. The automated device may display a messagerequesting the user to perform another transaction or to end thesession. If the user selects the option to end the session or thesession times out (step 946: N), the automated device may end thesession. If, on the other hand, the user chooses to perform anothertransaction (step 946: Y), in step 948, the automated device may requestthe user to re-enter his or her PIN if the user authenticated with a PINin the previous transaction.

In step 950, the automated device may determine whether the PIN enteredby the user is correct. As previously explained, the automated devicemay provide the user with a predetermined number of tries, such as threetries. If the entered PIN is not correct (step 950: N) or if the userpreviously authenticated using, for example, a driver's license, theautomated device may proceed to step 952 to authenticate the user basedon the user's ID, as previously explained. The automated device maydisplay a message to the user that the automated device is waiting foran agent to authenticate the user.

In step 952, local and/or remote agent devices may receive an indicationthat the user at the automated device needs authentication. A local orremote agent may select an option to authenticate the user. If the agentauthenticates the user, the user may be authenticated in step 954, andthe user may perform another transaction (e.g., step 956). On the otherhand, if the agent does not authenticate the user, the session with theautomated device may end.

As explained above, the user might not need to re-authenticate with theautomated device to perform another transaction. For example,re-authentication may be based on a previous authentication by a localor remote agent using the user's ID or other means, the userauthenticating based on a card and/or PIN for the previousauthentication, any information available from the customer's profilewith the financial institution (e.g., customer's SSN, customer's addressor portion thereof, and the like), information from the previoustransaction (e.g., the amount deposited in the previous cash deposittransaction), physical attributes of the user (e.g., biometrics).

FIGS. 10A-10D illustrate an example of at least a portion of a flowdiagram for cashing checks at an automated device in which variousaspects of the disclosure may be implemented. The illustrated steps maybe performed by any of the computing devices illustrated in FIGS. 3 and4, including the automated devices 302, 303, and 304, the LTA devices305 and 306, the remote agent devices 307, 308, and 309, and thecomputing device 310.

In step 1002, the automated device may display an interface prompting anauthenticated user to select a transaction. For example, the interfaceillustrated in FIG. 15 may be displayed at the automated device. If theuser selects the cash check option 1515, the automated device mayoptionally highlight the cash check option 1515 for a predeterminedamount of time (e.g., 1 second) (not illustrated).

In step 1004, the automated device may display a message instructing theuser to insert and/or scan one or more checks. The automated device maydisplay instructions for inserting checks. For example, the instructionsmay indicate the maximum number of checks that may be inserted (e.g., 10checks). The instructions may also instruct the user to endorse eachcheck, smooth or flatten each check, and/or to remove any staples orenvelopes.

In step 1006, the automated device may determine whether one or morechecks has been inserted. If not (step 1006: N), the automated devicemay wait to receive checks from the user or may return to one or moreprevious screens, such as the screen in step 1002. If the automateddevice determines that a check has been inserted, in step 1008, theautomated device may determine whether the check is non-negotiable orotherwise not transferable. If so (step 1008: Y), the automated device,in step 1010, may display a message indicating that the entered documentcannot be processed or is not negotiable. Otherwise (step 1008: N), theautomated device may proceed to step 1012.

In step 1012, the automated device may determine whether a check jam hasoccurred. If so (step 1012: Y), the automated device may display, instep 1014, a message indicating to the user that a jam has occurred. Theautomated device may also send a message to one or more local or remoteagent device notifying the agent that a check jam has occurred. FIG. 23illustrates an example user interface 2300 for waiting for assistancewith a malfunctioning automated device in which various aspects of thedisclosure may be implemented. For example, the interface 2300 may bedisplayed if a check has jammed and/or the automated device cannototherwise return the inserted check.

During any of the steps of the cash check transaction (e.g.,authentication, select transaction, cash checks review), the automateddevice may display an option, such as option 1520 illustrated in FIG.15, for the user to request assistance for the transaction from a localor remote agent. If the user selects the option, the automated devicemay send a request to the computing device 310 or directly to any of theLTA devices 305 and 306 or remote agent devices 307-309 indicating thatthe user of the automated device has requested assistance. An alertindicating that the user has requested assistance may be displayed onthe LTA and/or remote agent devices (along with the already displayedalerts for other users), as will be described in further detail below.The automated device may also display a message to the user that therequest for assistance has been sent. As previously explained, theinterface 1700 illustrated in FIG. 17 may be displayed.

In step 1016, the automated device may process the check inserted by theuser. For example, the automated device may display a message to theuser that the check is being processed. The automated device may scan animage of the front and/or the back of the check.

With reference to FIG. 10B, during the processing and in steps 1018,1020, and 1022, the automated device may review the inserted check (orthe scanned image of the inserted check). The automated device mayverify that text on the scanned image of the check is clear. Theautomated device may also verify that the scanned image includesparticular pieces of information, such as the name and/or address of thedrawer of the check, the name of the payee, the printed amount on thecheck, the written amount on the check, a signature of the drawer, arouting number, an account number, a check number, an endorsement, andthe like.

The automated device may display to the user the total number of checksscanned and/or if any of the scanned checks is unreadable and/or ismissing information. If a check is unreadable, the automated device maydisplay a message indicating that the unreadable check will be returnedat the end of the deposit transaction. Alternatively, the automateddevice may return the unreadable check and provide the user anopportunity to reinsert the check. The automated device may also displaythe total cash amount for all of the scanned and readable checks. Theautomated device may calculate the total cash amount based on theprinted amount on the check and the written amount of check.Additionally, the automated device may calculate the total cash amountbased on information input by the user. As the automated deviceprocesses the inserted check, it may display an option to requestassistance from a local or remote agent (as illustrated in step 1038).

In step 1024, the automated device may determine whether the user willadd additional checks. For example, the automated device may display anoption for the user to add checks. If the user selects the option (step1024: Y), the automated device may return to step 1004 and display amessage instructing the user to insert the new check. The new check maybe processed by the automated device as previously described. If theuser does not desire to input any additional checks (step 1024: N), theautomated device may proceed to step 1026.

In step 1026, the automated device may determine whether to return anychecks. For example, the automated device may return an unreadablecheck. The automated device may optionally provide the user anopportunity to reinsert the unreadable check, such as if the check ismissing information, such as a signature, a payment amount, anendorsement, and the like. If there are one or more unreadable checks,in step 1028, the automated device may either cancel the cash checktransaction and/or proceed with the cash check transaction with thereadable checks. If no checks were returned or the automated deviceotherwise determines to proceed with the transaction, in step 1030, theautomated device may display an indication to the user that the cashcheck transaction is being processed.

In step 1032, the automated device (or another computing device) maydetermine whether to request a local or remote agent to verify theuser's cash check transaction. If so (step 1032: Y), the automateddevice may send a request to one or more agent devices to verify thetransaction, and an alert or other message may be displayed on agents'devices in response to receiving the message, as will be described infurther detail below. As previously explained, the automated device mayreturn an unreadable check. In some aspects, however, instead ofreturning an unreadable check to the user, the automated device mayrequest an agent to confirm the information on the check and/or enteredby the user. For example, if the automated device did not detect anendorsement by the payee on the back of the check, the automated devicemay request the agent to verify that the check includes an endorsement.If the automated device cannot detect the amount written on the check ordetects a discrepancy between the written amount and the amount enteredby the user at the automated device, the automated device may send arequest for assistance. If the number of inserted checks exceeds athreshold (e.g., 10 checks) or the total amount of each check or of allof the checks exceeds a threshold (e.g., $2000.00), the automated devicemay send a request for assistance. The local or remote agent device mayalso be used to verify checks based on configurable attributes, such asthe customer's method of authentication (e.g., Card and PIN or photo IDand profile search), the transaction amount (which may vary based onrelationship and mode of authentication), or transaction type (e.g.,cash coming in versus cash coming out). Verification may also occur ifthe automated device could not read the check and/or the customer editedthe check amount.

During verification by the agent, the automated device, in step 1034,may display a message to the user indicating that the cash checktransaction is currently being verified by an agent. FIG. 18 illustratesan example user interface 1800 for waiting for verification of atransaction in which various aspects of the disclosure may beimplemented. FIG. 35 illustrates an example user interface 3500 forverifying checks in which various aspects of the disclosure may beimplemented. As previously explained, the interface 3500 may bedisplayed on a local or remote agent's device in response to the agentreceiving an alert and selecting an option to address the alert.

In step 1036, the automated device may receive a message from theagent's device indicating whether the cash check transaction has beenverified by an agent and/or indicating which checks have been verified.The automated device may determine whether the cash check amount wasmodified by the agent. If not, the automated device may display amessage indicating that the deposit was verified and proceed to, forexample, step 1040. On the other hand, if the agent modified the deposit(e.g., modifying the amount of a particular check, modifying the entiredeposit amount, accepting a check rejected by the automated device,rejecting a check, and the like), the automated device may return tosteps 1018, 1020, and 1022 indicating to the user the changes made bythe agent and requesting the user to approve the changes.

With reference to FIG. 10C, in step 1040, the automated device maydetermine whether it has the denominations (e.g., $1 bills, $5 bills,$10 bills, $20 bills, $100 bills) available to create the selected checkcash amount. If the automated device does not have the appropriatedenominations (step 1040: N), the automated device may proceed to step1046. Otherwise, the automated device may proceed to step 1042.

In step 1042, the automated device may display an option for the user toselect the denominations for the cash. If the user selects the option(step 1042: Y), the automated device may calculate denominationsavailable to the user in step 1044. Otherwise (step 1042: N), theautomated device may determine to dispense the cash amount using defaultdenominations, such as $20 bills, the largest bills (e.g., a $100 billfor a $100 withdrawal), and the like.

In step 1046, the automated device may display an interface promptingthe user to select a receipt option. For example, the user may receivean electronic receipt (e.g., via email, text message, online accountmessage portal, and the like) or a printed receipt. In step 1048, theautomated device may process the requested cash check transaction. Theautomated device may optionally display a message to the user that thetransaction is being processed.

During any of the steps of the cash check transaction (e.g.,authentication, select transaction, cash checks review), the automateddevice may display an option, such as option 1520 illustrated in FIG.15, for the user to request assistance for the transaction from a localor remote agent. If the user selects the option (e.g., in step 1038),the automated device may send a request to the computing device 310 ordirectly to any of the LTA devices 305 and 306 or remote agent devices307-309 indicating that the user of the automated device has requestedassistance. An alert indicating that the user has requested assistancemay be displayed on the LTA and/or remote agent devices (along with thealready displayed alerts for other users), as will be described infurther detail below. The automated device may also display a message tothe user that the request for assistance has been sent. As previouslyexplained, the interface 1700 illustrated in FIG. 17 may be displayed.

In step 1050, the automated device may determine whether there is atransaction alert. Transaction alerts may comprise, for example,deception alerts (which may be based on business rules), check handlingmessages, and/or host messages. For check handling, the system mayidentify certain check types, and upon identification of those checktypes, the system may prompt an agent device to perform additionalprocess verification steps for the customer to complete the transaction.A host message may comprise a message coming from host system of recordsthat allows the agent to override an alert (based on information theagent is able to obtain) or to decline a transaction based on businessrules.

In step 1052, the automated device may determine whether to print areceipt for the cash check transaction based on the receipt optionselected by the user in step 1046 or a default receipt option (e.g.,printing a physical receipt). If the automated device determines toprint a receipt (step 1052: Y), the automated device may print a receiptin step 1054 (or send an electronic receipt if the user selected thatoption). In step 1056, the automated device may determine whether aphysical receipt actually printed. If not (step 1056: N), the automateddevice may determine that a receipt jam occurred in step 1058. Theautomated device may display a notification of the receipt jam to theuser and optionally provide an option for the user to receive anelectronic receipt (e.g., via email). The automated device may alsoprovide an option for the user to request assistance from an agent toreceive a physical receipt. If the receipt printed (step 1056: Y), theautomated device may complete the cash check transaction in step 1060.The automated device may display a message indicating to the user thatthe cash check transaction has been completed. If any checks were notaccepted for any of the reasons previously described, the automateddevice may return the rejected checks in step 1060.

With reference to FIG. 10D, in step 1062, the automated device maydetermine whether any checks were returned (or attempted to bereturned). If so (step 1062: Y), the automated device may determine, instep 1064, whether any checks were jammed during the return process. Ifso (step 1064: Y), the automated device, in step 1066, may display amessage indicating to the user that the check(s) cannot be returned andthat an agent will assist the user. For example, the interface 2300illustrated in FIG. 23 may be displayed if a check has jammed and/or theautomated device cannot otherwise returned the inserted check. If nochecks were returned and/or jammed, the automated device may proceed tostep 1068.

In step 1068, the automated device may determine whether to performanother transaction. The automated device may display a messagerequesting the user to perform another transaction or to end thesession. If the user selects the option to end the session or thesession times out (step 1068: N), the automated device may end thetransaction. If, on the other hand, the user chooses to perform anothertransaction (step 1068: Y), in step 1070, the automated device mayrequest the user to re-enter his or her PIN if the user authenticatedwith a PIN in the previous transaction.

In step 1072, the automated device may determine whether the PIN enteredby the user is correct. As previously explained, the automated devicemay provide the user with a predetermined number of tries, such as threetries. If the entered PIN is not correct (step 1072: N) or if the userpreviously authenticated using, for example, a driver's license, theautomated device may proceed to step 1074 to authenticate the user basedon the user's ID as previously explained. The automated device maydisplay a message to the user that the automated device is waiting foran agent to authenticate the user.

In step 1074, local and/or remote agent devices may receive anindication that the user at the automated device needs authentication. Alocal or remote agent may select an option to authenticate the user. Ifthe agent authenticates the user, the user may be authenticated in step1076, and the user may perform another transaction (e.g., step 1078). Onthe other hand, if the agent does not authenticate the user, the sessionwith the automated device may end.

As explained above, the user might not need to re-authenticate with theautomated device to perform another transaction. For example,re-authentication may be based on a previous authentication by a localor remote agent using the user's ID or other means, the userauthenticating based on a card and/or PIN for the previousauthentication, any information available from the customer's profilewith the financial institution (e.g., customer's SSN, customer's addressor portion thereof, and the like), information from the previoustransaction (e.g., the amount of the check cashed in the previous cashcheck transaction), physical attributes of the user (e.g., biometrics).

FIGS. 11A and 11B illustrate an example of at least a portion of a flowdiagram for receiving cash at an automated device in which variousaspects of the disclosure may be implemented. The illustrated steps maybe performed by any of the computing devices illustrated in FIGS. 3 and4, including the automated devices 302, 303, and 304, the LTA devices305 and 306, the remote agent devices 307, 308, and 309, and thecomputing device 310.

If user enters a card and the card is validly read, the automated devicemay proceed to step 1102 and display a prompt for the user to enter aPIN or other passcode corresponding to the card. In step 1104, theautomated device may determine whether the entered PIN is correct. Ifnot (step 1104: N), the automated device may provide the user apredetermined number of attempts to enter the correct PIN (e.g., 3times). If the user does not provide the correct PIN within thepredetermined number, the automated device may prompt the user for scanhis or her ID and/or enter an SSN in step 1106 (similar to step 626previously described), receive a scanned image of the ID or the SSN instep 1108 (similar to step 614 previously described), and display amessage that the user is being authenticated by an agent in step 1110(similar to step 616 previously described). In step 1112 (similar tostep 618 previously described), the user may be authenticated using theID or the SSN if the agent selects any of the authenticate optionspreviously described.

In step 1116, the automated device may display an option for thecustomer to receive a designated amount of cash (e.g., fast cash), whichthe customer may set for his or her account(s) or profile. If thecustomer selects the option to receive the designated amount of cash,the automated device may dispense the designated amount and proceed tostep 1118 of FIG. 11B, which will be described in further detail below.The fast cash option may allow the user to quickly withdraw cash afterauthenticating with the automated device. If the customer has notselected the option, the method may proceed to step 1114.

In step 1114, the automated device may display an interface promptingthe authenticated user to select a transaction. FIG. 15 illustrates anexample user interface 1500 for selecting a transaction at an automateddevice in which various aspects of the disclosure may be implemented.The interface 1500 displays an option 1505 for a deposit, an option 1510for a withdrawal, and an option 1515 to cash a check. The interface 1500may also display an option 1520 for the user to request assistance froman agent that when selected, causes a request or alert to be displayedon local and/or remote agents' devices.

With reference to FIG. 11B, in steps 1118, 1120, and/or 1122, theautomated device may display an interface providing the user withreceipt options. For example, the interface may include an option toprint a receipt, electronically receive a receipt, or not to provide areceipt. This interface may display an option to request assistance froma local or remote agent (e.g., in step 1136). Once a receipt option isselected (or after a predetermined amount of time), the automated devicemay process the fast cash transaction and/or the selected receipt optionin step 1124. The automated device may optionally display a message tothe user that the transaction is being processed.

In step 1126, the automated device may determine whether to print areceipt for the fast cash transaction based on the receipt optionselected by the user or a default receipt option (e.g., printing aphysical receipt). If the automated device determines to print a receipt(step 1126: Y), the automated device may print a receipt in step 1128(or send an electronic receipt if the user selected that option). Instep 1130, the automated device may determine whether a physical receiptactually printed. If not (step 1130: N), the automated device maydetermine that a receipt jam occurred in step 1132. The automated devicemay display a notification of the receipt jam to the user and optionallyprovide an option for the user to receive an electronic receipt (e.g.,via email). The automated device may also provide an option for the userto request assistance from an agent to receive a physical receipt. Ifthe receipt printed (step 1130: Y), the automated device may completethe fast cash transaction in step 1134. The automated device may displaya message indicating to the user that the fast cash transaction has beencompleted.

FIGS. 12A-12C illustrate an example of at least a portion of a flowdiagram for depositing checks at an automated device or handling checkdeposit exceptions and/or alerts in which various aspects of thedisclosure may be implemented. The illustrated steps may be performed byany of the computing devices illustrated in FIGS. 3 and 4, including theautomated devices 302, 303, and 304, the LTA devices 305 and 306, theremote agent devices 307, 308, and 309, and the computing device 310.

In some aspects, a deposit may be modified due to exceptions and/oralerts that occur during the transaction. In step 1202, a check deposittransaction may be processed by an automated device, LTA device, and/orremote agent device, as previously described. In step 1204, theautomated device may determine whether there is a transaction alert.Transaction alerts may comprise, for example, deception alerts (whichmay be based on business rules), check handling messages, and/or hostmessages. For check handling, the system may identify certain checktypes, and upon identification of those check types, the system mayprompt an agent device to perform additional process verification stepsfor the customer to complete the transaction. A host message maycomprise a message coming from host system of records that allows theagent to override an alert (based on information the agent is able toobtain) or to decline a transaction based on business rules. If thereare no transaction alerts (step 1204: N), the automated device, in step1206, may proceed to the check deposit flow illustrated in FIGS. 8A-D,such as to step 850. If, on the other hand, there is a transaction alert(step 1204: Y), the automated device, in step 1208, may send a messageto one or more LTA or remote agent devices requesting assistance from alocal or a remote agent. The automated device may also display a messageto the user indicating that a local or remote agent will assist the userwith the transaction.

In step 1210, the automated device may receive a message from theagent's device indicating whether the check deposit transaction has beenverified by an agent and/or indicating which checks have been verified.The automated device may determine whether the deposit was modified bythe agent. If not (step 1210: N), the automated device, in step 1206,may proceed to the check deposit flow illustrated in FIGS. 8A-D. Forexample, the automated device may display a message indicating that thedeposit was verified and proceed to, for example, step 844, to provide areceipt for the transaction. On the other hand, if the agent modifiedthe deposit (e.g., modifying the amount of a particular check, modifyingthe entire deposit amount, accepting a check rejected by the automateddevice, rejecting a check, and the like), the automated device mayproceed to step 1212 indicating to the user the changes made by theagent and requesting the user to approve the changes, similar to steps824, 826, and 828 illustrated in FIG. 8B. The automated device maydisplay an interface requesting that the user confirm the modificationsmade by the agent. For example, the agent may have instructed theautomated device to return a check and/or to otherwise place a hold on acheck. The automated device may also display an option to cancel thecheck deposit transaction and for the automated device to return all ofthe checks.

With reference to FIG. 12B, in step 1214, the automated device maydetermine whether the user confirmed the modifications made by theagent. If not (step 1214: N) and/or the user selects the option tocancel the transaction, the automated device, in step 1216, may cancelthe transaction and return all of the checks to the user. If the userconfirmed the modifications (step 1214: Y), the automated device mayprint a receipt in step 1218 (or send an electronic receipt if the userselected that option).

In step 1220, the automated device may determine whether a receipt jamoccurred. If a receipt jam occurred (step 1220: Y), the automated devicemay display a notification of the receipt jam to the user and optionallyprovide an option for the user to receive an electronic receipt (e.g.,via email). The automated device may also provide an option for the userto request assistance from an agent to receive a physical receipt. Ifthe receipt did not jam (step 1220: N), the automated device mayoptionally display a message requesting the user to confirm that areceipt printed in step 1224. If the user did not receive a receipt(step 1224: N), the automated device, in step 1226, may display amessage to the user that a receipt and/or optionally a hold notificationwill be mailed to the user.

With reference to FIG. 12C, the automated device may complete the checkdeposit transaction in step 1228. The automated device may display amessage indicating to the user that the check deposit transaction hasbeen completed. If any checks were not accepted for any of the reasonspreviously described, the automated device may return the rejectedchecks in step 1228.

In step 1230, the automated device may determine whether any checks werereturned (or attempted to be returned). If so (step 1230: Y), theautomated device may determine, in step 1232, whether any checks werejammed during the return process. If so (step 1232: Y), the automateddevice may display a message indicating to the user that the check(s)cannot be returned and that an agent will assist the user. For example,the interface 2300 illustrated in FIG. 23 may be displayed if a checkhas jammed and/or the automated device cannot otherwise returned theinserted check. If no checks were returned and/or jammed, the automateddevice may proceed to step 1236.

In step 1236, the automated device may determine whether to performanother transaction. The automated device may display a messagerequesting the user to perform another transaction or to end thesession. If the user selects the option to end the session or thesession times out (step 1236: N), the automated device may end thesession. If, on the other hand, the user chooses to perform anothertransaction (step 1236: Y), in step 1238, the automated device mayrequest the user to re-enter his or her PIN if the user authenticatedwith a PIN in the previous transaction.

In step 1240, the automated device may determine whether the PIN enteredby the user is correct. As previously explained, the automated devicemay provide the user with a predetermined number of tries, such as threetries. If the entered PIN is not correct (step 1240: N) or if the userpreviously authenticated using, for example, a driver's license, theautomated device may proceed to step 1242 to authenticate the user basedon the user's ID as previously explained. The automated device maydisplay a message to the user that the automated device is waiting foran agent to authenticate the user.

In step 1242, local and/or remote agent devices may receive anindication that the user at the automated device needs authentication. Alocal or remote agent may select an option to authenticate the user. Ifthe agent authenticates the user, the user may be authenticated in step1244, and the user may perform another transaction (e.g., step 1246). Onthe other hand, if the agent does not authenticate the user, the sessionwith the automated device may end.

As explained above, the user might not need to re-authenticate with theautomated device to perform another transaction. For example,re-authentication may be based on a previous authentication by a localor remote agent using the user's ID or other means, the userauthenticating based on a card and/or PIN for the previousauthentication, any information available from the customer's profilewith the financial institution (e.g., customer's SSN, customer's addressor portion thereof, and the like), information from the previoustransaction (e.g., the amount deposited in the previous check deposittransaction), physical attributes of the user (e.g., biometrics).

FIGS. 13A and 13B illustrate an example of at least a portion of a flowdiagram for cashing a check at an automated device or handling checkcashing exceptions and/or alerts in which various aspects of thedisclosure may be implemented. The illustrated steps may be performed byany of the computing devices illustrated in FIGS. 3 and 4, including theautomated devices 302, 303, and 304, the LTA devices 305 and 306, theremote agent devices 307, 308, and 309, and the computing device 310.

In some aspects, a cash check transaction may be modified due toexceptions and/or alerts that occur during the transaction. In step1302, a cash check transaction may be processed by an automated device,LTA device, and/or remote agent device, as previously described. In step1304, the automated device may determine whether there is a transactionalert. Transaction alerts may comprise, for example, deception alerts(which may be based on business rules), check handling messages, and/orhost messages. For check handling, the system may identify certain checktypes, and upon identification of those check types, the system mayprompt an agent device to perform additional process verification stepsfor the customer to complete the transaction. A host message maycomprise a message coming from host system of records that allows theagent to override an alert (based on information the agent is able toobtain) or to decline a transaction based on business rules. If thereare no transaction alerts (step 1304: N), the automated device, in step1306, may proceed to the cash check deposit flow illustrated in FIGS.10A-D, such as to step 1052. If, on the other hand, there is atransaction alert (step 1304: Y), the automated device, in step 1308,may send a message to one or more LTA or remote agent devices requestingassistance from a local or a remote agent. The automated device may alsodisplay a message to the user indicating that a local or remote agentwill assist the user with the transaction.

In step 1310, the automated device may receive a message from theagent's device indicating whether the cash check transaction has beenverified by an agent and/or indicating which checks have been verified.The automated device may determine whether the cash check transactionwas modified by the agent. If not (step 1310: N), the automated device,in step 1306, may proceed to the cash check flow illustrated in FIGS.10A-D. For example, the automated device may display a messageindicating that the cash check transaction was verified and proceed to,for example, step 1052, to provide a receipt for the transaction. On theother hand, if the agent modified the transaction (e.g., modifying theamount of a particular check, modifying the entire cash amount,accepting a check rejected by the automated device, rejecting a check,and the like), the automated device may proceed to step 1312 indicatingto the user the changes made by the agent and requesting the user toapprove the changes. The automated device may display an interfacerequesting that the user confirm the modifications made by the agent.For example, the agent may have instructed the automated device toreturn a check and/or to reject a check. The automated device may alsodisplay an option to cancel the cash check transaction and for theautomated device to return all of the checks.

In step 1314, the automated device may determine whether the userconfirmed the modifications made by the agent. If not (step 1314: N)and/or the user selects the option to cancel the transaction, theautomated device, in step 1316, may cancel the transaction and returnall of the checks to the user. If the user confirmed the modifications(step 1314: Y), the automated device may proceed to step 1318.

With reference to FIG. 13B, in step 1318, the automated device maydetermine whether to print a receipt for the cash check transactionbased on the receipt option selected by the user or a default receiptoption (e.g., printing a physical receipt). If the automated devicedetermines to print a receipt (step 1318: Y), the automated device mayprint a receipt in step 1320 (or send an electronic receipt if the userselected that option). In step 1322, the automated device may determinewhether a physical receipt actually printed. If not (step 1322: N), theautomated device may determine that a receipt jam occurred in step 1324.The automated device may display a notification of the receipt jam tothe user and optionally provide an option for the user to receive anelectronic receipt (e.g., via email). The automated device may alsoprovide an option for the user to request assistance from an agent toreceive a physical receipt. If the receipt printed (step 1322: Y), theautomated device may complete the cash check transaction in step 1326.The automated device may display a message indicating to the user thatthe cash check transaction has been completed. If any checks were notaccepted for any of the reasons previously described, the automateddevice may return the rejected checks in step 1326.

In step 1328, the automated device may determine whether any checks werereturned (or attempted to be returned). If so (step 1328: Y), theautomated device may determine, in step 1330, whether any checks werejammed during the return process. If so (step 1330: Y), the automateddevice may display a message indicating to the user that the check(s)cannot be returned and that an agent will assist the user. For example,the interface 2300 illustrated in FIG. 23 may be displayed if a checkhas jammed and/or the automated device cannot otherwise returned theinserted check. If no checks were returned and/or jammed, the automateddevice may proceed to step 1334.

In step 1334, the automated device may determine whether to performanother transaction. The automated device may display a messagerequesting the user to perform another transaction or to end thesession. If the user selects the option to end the session or thesession times out (step 1334: N), the automated device may end thesession. If, on the other hand, the user chooses to perform anothertransaction (step 1334: Y), in step 1336, the automated device mayrequest the user to re-enter his or her PIN if the user authenticatedwith a PIN in the previous transaction.

In step 1338, the automated device may determine whether the PIN enteredby the user is correct. As previously explained, the automated devicemay provide the user with a predetermined number of tries, such as threetries. If the entered PIN is not correct (step 1338: N) or if the userpreviously authenticated using, for example, a driver's license, theautomated device may proceed to step 1340 to authenticate the user basedon the user's ID as previously explained. The automated device maydisplay a message to the user that the automated device is waiting foran agent to authenticate the user.

In step 1340, local and/or remote agent devices may receive anindication that the user at the automated device needs authentication. Alocal or remote agent may select an option to authenticate the user. Ifthe agent authenticates the user, the user may be authenticated in step1342, and the user may perform another transaction (e.g., step 1344). Onthe other hand, if the agent does not authenticate the user, the sessionwith the automated device may end.

As explained above, the user might not need to re-authenticate with theautomated device to perform another transaction. For example,re-authentication may be based on a previous authentication by a localor remote agent using the user's ID or other means, the userauthenticating based on a card and/or PIN for the previousauthentication, any information available from the customer's profilewith the financial institution (e.g., customer's SSN, customer's addressor portion thereof, and the like), information from the previoustransaction (e.g., the amount cashed in the previous cash checktransaction), physical attributes of the user (e.g., biometrics).

A local agent may have an LTA device (e.g., device 305 or device 306illustrated in FIG. 3). A remote agent may similarly have a remote agentdevice (e.g., device 307, device 308, or device 309). The LTA devicesand/or remote agent devices may be used by agents to assist users intheir transactions, respond to transaction alerts or exceptions, andbuild relationships with the users, among numerous other functions, asdescribed herein. Prior to using a device, the agent may authenticatewith (e.g., sign on to) the device. The agent may provide credentials,such as a username and/or password. Once the agent has signed on, thedevice may display an option to the agent to select a location to viewand/or service, such as the location 301 illustrated in FIG. 3. Byselecting a location, the device may display a list of automated devicesat the location so that the agent may assist a user at the selectedlocation. For the sake of brevity, the aspects below will be describedfrom the perspective of an LTA device. However, the aspects below maysimilarly apply to a remote agent device, except that a remote agentmight not be able to physically walk up to a user and/or automateddevice to assist the user.

FIG. 24 illustrates an example user interface 2400 for local transactionassistance in which various aspects of the disclosure may beimplemented. The interface 2400 may be displayed on an LTA device afteran agent signs on to the LTA device and/or selects a location toservice. The interface 2400 may be managed by a computing device, suchas computing device 310, running a transaction assistance portal. Theinterface 2400 may list 2405 the automated devices at the selectedlocation. For example, the location may have five automated devices.

The interface 2400 may also identify the status of each of the automateddevices. For example, the interface 2400 may indicate that automateddevices 1, 4, and 5 are available, automated device 2 is not available,and automated device 3 is partially available. Each automated device maysend its status to a central computing device, such as the computingdevice 310, which may manage the automated devices at one or manylocations 301. The computing device 310 may keep the status of theautomated devices up to date on the interface 2400. In some aspects, anautomated device that is available may be configured to provide its fullcapabilities. For example, if the automated device has 10 featuresand/or devices (e.g., check scanning, cash dispenser, receipt printer,display), the available device may be able to use all 10 of its featuresand/or devices.

An automated device that is partially available may be configured toprovide a portion of its capabilities. For example, 8 out of 10 of theautomated device's features and/or devices might be fully operational,and the remaining 2 might not be operational (e.g., the receipt papermay be out, and a cash drawer may be empty). An automated device that isnot available might have some features and/or devices that areoperational, but the automated device might not be made available tousers. For example, an automated device may be manually taken out ofservice by an agent. An automated device might not be available if aparticular feature is not functioning, such as the display screen or thecard acceptor of the automated device. The automated device might not beavailable if a particular subset of features is not functioning. Forexample, if three or more features (or any other threshold) are notfunctioning, the automated device may be taken out of service. Each ofthe statuses displayed on the interface 2400 may be selectable, andselection of a status may cause the interface 2400 to display thefeatures that are not functioning.

FIG. 25 illustrates an example user interface 2500 for local transactionassistance in which various aspects of the disclosure may beimplemented. An agent may have selected the status indicator for thesecond automated device indicating that the second device is notavailable. In response to the selection, the interface 2500 may displaya list 2520 listing the features that are not functioning (e.g., thehealth of the automated device). For example, the cash acceptor of thesecond device may be down, the check acceptor may be down, and theprinter may be down. The interface 2500 may also display a tools option2515 for each automated device. Selection of the tools option 2515 maycause the display 2500 to display various options for the correspondingautomated device, such as an option to view the amount of cash and coinsat the automated device, an option to request service for the automateddevice (e.g., to replenish receipt paper, to fix the display screen, andthe like), and an option to disable the machine. Selection of the optionto disable the machine may cause a computing device to send aninstruction to the corresponding automated device to make itselfunavailable to users. The interface 2500 may display an option 2525 forthe agent to log out of the system and/or to log out of a particularlocation.

FIG. 26 illustrates an example user interface 2600 for local transactionassistance in which various aspects of the disclosure may beimplemented. Local agents (and similarly remote agents) may activelymonitor multiple customers' interactions at the automated device and candetermine if a customer might require assistance. The transactionassistance portal may comprise a many-to-many model. Multiple agents maysee what multiple customers are doing on automated devices. Moreover,agents, which may comprise managers, tellers, personal bankers, and thelike, may be trained for different roles. For example, a first agent maybe trained to assist in an A-type transaction, a B-type transaction, anda C-type transaction. A second agent may be trained to assist in anA-type transaction, a B-type transaction, and a D-type transaction. Eachagent's training or certifications may be stored in an employeedatabase.

The interface 2600 may be different for each agent, based on theirtraining or certifications. For example, the LTA device of the firstagent might list customers performing A-type transactions, B-typetransactions, and C-type transactions, but might not list customerperforming D-type transactions. Alternatively, the LTA device mightdisplay D-type transactions, but may indicate to the agent that theagent cannot assist the customer performing a D-type transaction (e.g.,by greying out an assist option). As another example, the LTA device ofthe second agent might list customers performing A-type transactions,B-type transactions, and D-type transactions and either excludecustomers performing C-type transactions from the list or grey out anassist option for the customers performing C-type transactions. The LTAdevice and/or the transaction portal may make these determinations basedon the agent's profile stored in the employee database.

The LTA device may send a request to access the transaction assistanceportal to a computing device, such as computing device 310, managing thetransaction assistance portal. The computing device may send permissionto the LTA device granting it access to the transaction assistanceportal. In other words, one or more interfaces for assisting customersmay be displayed on the LTA device. For example, while an agent isassisting a customer, the agent may be able to see other customertransactions and/or needs via the transaction assistance portal. Theinterface 2600 illustrates an example where the agent having the LTAdevice is assisting a customer (Customer A), while being presented alist of transactions being performed by other customers at otherautomated devices. The LTA device assisting a customer may send amessage to, for example, the computing device 310 indicating that theLTA device is assisting the customer. The computing device 310 mayupdate the transaction assistance portal to indicate to one or moreother LTA or remote agent devices that an LTA device is alreadyassisting the customer. Once a customer is assisted and released by theLTA device, the computing device 310 may similarly update thetransaction assistance portal to indicate that the LTA device is nolonger assisting the customer. The same LTA device or another LTA devicemay assist the customer with another issue or transaction in the future.

The computing device 310 and/or the LTA device may generate theinterface 2600 (or any of the interfaces described herein) for displayon a display of the LTA device. The interface 2600 may include anindicator 2605 indicating that the LTA device is currently servicingCustomer A 2630. The indicator 2605 may be used to indicate to otheragents that the agent of the current LTA device is taking over aparticular customer's transaction. The interface 2600 may also indicatethe amount of time that the customer has been at the automated device(e.g., 1 minute and 20 seconds). The interface 2600 may identify thecustomer's relationship 2635 with the entity. For example, the customermight have a first level of relationship with the institution, a secondlevel of relationship, and the like. The customer relationship indicator2635 may additionally or alternatively identify the type of account withthe institution (e.g., a checking account, a savings account, a moneymarket account, and the like). The interface 2600 may indicate 2640 thetype of transaction being performed by the customer at the automateddevice, such as cashing a check (and optionally an amount of the check,such as $#,###.##). The indicator 2640 may additionally or alternativelydisplay the progress of the transaction.

As previously explained, an automated device may send an alert to theLTA device (or other computing device managing the transaction portal)during a transaction. For a check cashing transaction, for example, theautomated device may send a message requesting verification of a check,indicating that a check is jammed, and indicating that the automateddoes not have sufficient cash to dispense, among numerous other alerts.An indicator 2645 may identify the alert (e.g., Processing Alerts—2).The interface 2600 may display one or more options for the agent to acton the alert. The interface 2600 may display an option 2652 for theagent to review the alert(s). Selection of the option 2652 may cause theLTA device to display an interface that can be used to address thealert. For example, the interface may comprise the interface 3500illustrated in FIG. 35 if the alert is a request for the agent to verifya check inserted by the customer. The interface 2600 may also display anoption 2654 for the agent to cancel the transaction. Selection of theoption 2654 may cause the LTA device to send a message to the computingdevice managing the transaction portal and/or a message to the automateddevice to cancel the transaction.

The interface 2600 may display information for another customer 2655 (ora user that is not a customer). The amount of time 2670 that thecustomer 2655 has been at the automated device may be displayed. Theinterface 2600 may also display one or more alerts for the customer2655, such as an alert 2660 indicating that the customer is attemptingto authenticate without a debit card and an alert 2665 indicating thatthe customer requires authentication by an agent. The interface 2600 mayindicate that the unknown customer 2655 is not currently being assistedby an agent. For example, a graphic (e.g., a GUI) may be displayedand/or made a different color (e.g., red) to indicate that the customer2655 requires assistance and is waiting for assistance.

The interface 2600 may display information for yet other customers, suchas a Customer B and a Customer C. The interface 2600 may indicate 2675,for example, that Customer B is currently performing a self-servicetransaction and has not requested (or does not otherwise require)assistance from an agent. For a Customer C, the interface 2600 mayindicate 2680 that the customer is currently being serviced by anotheragent's device (e.g., in full service mode). The indicator 2680 mayinclude an identifier for the other agent or device, such as XXX##X. Theinterface 2600 may indicate 2625 that this automated device at thelocation is available and not currently being used by a customer.

FIG. 27 illustrates an example user interface 2700 for local transactionassistance in which various aspects of the disclosure may beimplemented. The interface 2700 may display the amount of time that eachcustomer has spent at an automated device. For example, Customer A, whois currently being assisted by the agent, may have spent 1 minute and 30seconds at automated device 1 (indicator 2715). The unknown customer atautomated device 2 may have spent 5 seconds at the automated device 2(indicator 2720). Customer C may have spent 1 minute and 30 seconds atautomated device 4 (indicator 2725). If a customer, such as Customer B,is using an automated device in self-service mode, the interface 2700might not display the amount of time spent at the device. In alternativeaspects, the interface 2700 may display the amount of time for CustomerB. The indicators 2715, 2720, and 2725 may be dynamic and may changeaccording to the time spent at the automated device. Agents may usethese indicators to see how long a transaction takes or how long thecustomer has been at the device.

Although not illustrated, the interface 2700 may also display the amountof time that has passed since the user requested assistance, atransaction alert or exception occurred, or the user otherwise requiresassistance. Once an agent and LTA device begins assisting the user, thistime indicator may disappear from the interface 2700. Alternatively,even if the user is being serviced by an agent, the amount of time sincethe request, alert, or exception may continue to be displayed. In someaspects, agents may respond to requests or alerts based on the amount oftime that the user has been at a particular device, and/or the amount oftime since requesting assistance or an alert occurred. Agents may alsorespond based on the type of transaction or portion thereof that theuser is attempting to perform.

The LTA device (and the interface 2700) may assist the agent indetermining which customer to service next. For example, the interface2700 may display the total amount of time that the user has spent at theautomated device, such as the transaction time (e.g., indicators 2715,2720, and 2725). In some aspects, agents may assist users based on theamount of time spent at the automated device, starting with the userthat has spent the greatest amount of time at the automated device.

The interface 2700 may adjust the order of the customers displayed onthe LTA device based on the total time. For example, assume that a firstcustomer has been at a first device for 1 minute and 30 seconds, asecond customer has been at a second device for 30 seconds, and a thirdcustomer has been at a third device for 2 minutes and 15 seconds. TheLTA device may display the third customer at the top of the list (2:15),the first customer second on the list (1:30), and the second customer atthe bottom of the list (0:30).

If the LTA device is servicing a customer, it may display that customerat the top of the list. In the three-customer example above, assume thatthe LTA device is servicing the first customer. The LTA device maydisplay the first customer at the top of the list, the third customersecond on the list, and the second customer at the bottom of the list.The LTA device may similarly display customers that are already beingserviced by other agents at the bottom of the list. In the exampleabove, assume that another LTA device is servicing the third customer.In this example, the LTA device may display the first customer at thetop of the list, the second customer second on the list, and the thirdcustomer at the bottom of the list. The order may be dynamicallyadjusted as customers complete their transactions, new customers begintheir transactions, agents begin assisting customers, and agentscomplete assisting customers.

In some aspects, LTA devices may receive a notification from anautomated device and/or another computing device in the network if thecustomer at the automated device might require assistance, but has notrequested assistance. For example, the LTA device may receive anotification if a transaction at an automated device is taking longerthan usual. The automated device or other computing device may comparethe transaction time to an expected transaction time for the type oftransaction the customer is performing. The expected transaction timemay comprise a predetermined amount of time (e.g., 45 seconds for a fastcash withdrawal, 2 minutes for depositing 3 checks, and the like). Theexpected transaction time may alternatively comprise a historicalaverage or medium for that type of transaction. If the transaction timeof the customer at an automated device has exceeded a threshold, such asthe expected transaction time (or the expected transaction time with atime buffer), the LTA devices may receive a notification that thecustomer might require assistance. The LTA devices may similarly receivea notification if the display screen on the automated device times out,which may indicate that the customer might require assistance.

As explained above, the interface 2700 may display the amount of timesince the user requested assistance or an alert or exception occurredduring the transaction. This time may comprise a request time (e.g., theamount of time since the automated device sent the request forassistance). In some aspects, agents may assist users based on therequest time, starting with the user with the greatest request time.

The interface 2700 may adjust the order of the customers displayed onthe LTA device based on the request time. For example, assume that arequest time for a first customer at a first device is 30 seconds, arequest time for a second customer at a second device is 15 seconds, anda request time for a third customer at a third device is 45 seconds. TheLTA device may display the third customer at the top of the list (45seconds), the first customer second on the list (30 seconds), and thesecond customer at the bottom of the list (15 seconds).

If the LTA device is servicing a customer, it may display that customerat the top of the list. In the three-customer example, assume that theLTA device is servicing the first customer. In this example, the LTAdevice may display the first customer at the top of the list, the thirdcustomer second on the list, and the second customer at the bottom ofthe list. The LTA device may similarly display customers that arealready being serviced at the bottom of the list. In the example above,assume that another LTA device is servicing the third customer. In thisexample, the LTA device may display the first customer at the top of thelist, the second customer second on the list, and the third customer atthe bottom of the list. The order may be dynamically adjusted as newrequests, alerts, and/or exceptions come up and as requests, alertsand/or exceptions are taken up or resolved by agents.

The LTA device (and the interface 2700) may assist the agent indetermining which customer to service next based on the type ofassistance needed. Some types of assistance may typically require moretime than other types of assistance. For example, it may take an agentmore time to physically replenish a cash drawer than to verify theamount listed on a check scanned by the automated device. The estimatedamount of time it takes for each type of assistance may be predetermined(e.g., 2 minutes for an agent to replenish a cash drawer, 10 seconds foran agent to verify the amount listed on a check). Additionally oralternatively, the estimated amount of time may be based on a historicalaverage or medium. For example, historically, it may have taken agents 2minutes and 4 seconds on average to replenish a cash drawer from thetime the automated device sent the alert.

The interface 2700 may optionally display the estimated amount of timethat the particular type of assistance will take, and agents may assistusers based on that amount of time, starting with the assistance that isestimated to take the least amount of time. By addressing these types ofassistance first, agents may be able to address more issues in a shortertime period.

The interface 2700 may adjust the order of the customers displayed onthe LTA device based on the type of assistance. For example, assume thata first customer at a first device requires assistance that typicallytakes 1 minute and 30 seconds to address, a second customer at a seconddevice requires assistance that typically takes 30 seconds, and a thirdcustomer at a third device requires assistance that typically takes 2minutes and 15 seconds. The LTA device may display the third customer atthe top of the list (2:15), the first customer second on the list(1:30), and the second customer at the bottom of the list (0:30).

If the LTA device is servicing a customer, it may display that customerat the top of the list. In the three-customer example above, assume thatthe LTA device is servicing the first customer. In this example, the LTAdevice may display the first customer at the top of the list, the thirdcustomer second on the list, and the second customer at the bottom ofthe list. The LTA device may similarly display customers that arealready being serviced at the bottom of the list. In the example above,assume that another LTA device is servicing the third customer. In thisexample, the LTA device may display the first customer at the top of thelist, the second customer second on the list, and the third customer atthe bottom of the list. The order may be dynamically adjusted as newrequests, alerts, and/or exceptions come up and as requests, alertsand/or exceptions are taken up or resolved by agents.

The LTA device (and the interface 2700) may use one or more otherfactors to assist the agent in determining which customer to servicenext. For example, the LTA device may prioritize customers that arecloser to completing their transactions over customers that are justbeginning their transactions. As previously explained, the LTA devicemay display each customer's transaction progress (e.g., authentication,select transaction, select account, and the like). The LTA device maymove customers up the list if they are close to completing theirtransactions, but have requested assistance and/or an alert or exceptionoccurred. For example, a customer may be moved up the list if thecustomer requested a printed receipt for the transaction, but theautomated device cannot print the receipt (e.g., it is out of receiptpaper, there is a receipt paper jam, and the like). By prioritizingcustomers at the tail end of their transactions, the LTA device may beused to help the customer to complete his or her transaction so thatother customers may use the automated device. The order on the LTAdevice may also be adjusted based on the customer's relationship withthe institution. For example, customers at a first level of relationshipmay be prioritized over customers at a second level of relationship.

The LTA device (and the interface 2700) may prioritize customers basedon a combination of any of the factors listed above, including the totaltransaction time, the request time, the type of assistance (and thecorresponding estimated amount of time), the transaction progress,and/or the customer's relationship with the institution. For example, acomputing device may assign a value to each factor considered, with ahigher value indicating a higher priority. The computing device mayoptionally assign a weight to each value. The weights may be adjusted toput more weight (or less weight) on a particular factor. The computingdevice may determine a priority value by combining the value andcorresponding weight for each factor and determine which customers tomove up the list and which customers to move down the list based on thepriority value. For example, the customer with the largest priorityvalue may be at the top of the list, and the customer with the smallestpriority value may be at the bottom of the list.

FIG. 28 illustrates an example user interface 2800 for a transferservice notification in which various aspects of the disclosure may beimplemented. In some aspects, a service request may be transferredbetween agents. An LTA device may transfer a service request to anotherLTA device or to a remote agent device, or a remote agent device maytransfer a service request to another remote agent device or to an LTAdevice. Accordingly, local and remote agents may work alone or in tandemto service the customer.

The computing device may attempt to service a request from an automateddevice using an LTA device, rather than a remote agent device. A networkconnection may be established between the automated device and an LTAdevice. In some aspects, the interface 2700 may be displayed on LTAdevices, but not remote agent devices. A local agent that sees a servicerequest on the interface 2700 may transfer the request to a remoteagent. The interface 2700 may display an option to transfer the requestto a remote agent device. If a local agent selects the transfer option,the LTA device may send a request to transfer the service to one or moreremote agent devices (or a computing device managing the transactionassistance portal). The network connection between the LTA device andthe automated device may be removed. The computing device managing thetransaction assistance portal may send a request to a remote agentdevice requesting the remote agent device to service the user.

The example user interface 2800 may be displayed on a remote agentdevice in response to the LTA device sending the request to transfer.The interface 2800 may display a message indicating that a customerservice transfer request was submitted. The message may optionallyidentify the customer (e.g., Customer A) or the type of transaction. Theinterface 2800 may display an option 2805 for the remote agent to acceptthe transfer request. In response to the remote agent selecting theoption 2805, a communication session, via a network connection, betweenthe automated device requiring assistance and the remote agent devicemay be established. During the session, the remote agent device and theautomated device may facilitate communications (e.g., via audio and/orvideo devices, such as the speaker or camera of the remote agent deviceor the automate device), as described herein. A local agent maysimilarly request to transfer a service request while the local agent isassisting the customer. In other words, the local agent may assist thecustomer for a portion of the customer's transaction, while a remoteagent assists with another portion of the customer's transaction. Thenumber of transfers is not limited to one and can include any number oftransfers. For example, after the local agent transfers a servicerequest to a remote agent, the remote agent may transfer the requestback to the local agent, transfer the request to another remote agent,or transfer the request to another local agent.

In some aspects, a request may be transferred automatically withoutinput from a local agent. For example, the location of the automateddevice might not have a local agent that is qualified or has beentrained to address a particular request or type of transaction. Forexample, assume that the location has a first local agent that istrained to assist in an A-type transaction, a B-type transaction, and aC-type transaction and a second agent that is trained to assist in theA-type transaction, the B-type transaction, and a D-type transaction. Asexplained above, each agent's training or certifications may be storedin an employee database. If an automated device sends a request forassistance in an F-type transaction, the LTA devices or other computingdevice may detect, based on the data stored in the employee database andthe employees signed on to the transaction assist portal, that thelocation does not have a local agent trained or certified to assist inan F-type transaction. In response to the detection, an LTA device orother computing device may automatically send a transfer request to aremote agent device.

A service request may also be automatically transferred to a remoteagent device based on the time of day of the request. In particular, aparticular location may be staffed with local agents during regularbusiness hours, but might not be staffed otherwise. During these hours,customers may still be able to access automated devices to performtransactions, such as if the automated device is part of a drivethrough, is outside, or is otherwise accessible. If the user requestsassistance during a transaction or an alert or exception occurs, theautomated device may request assistance from a remote agent device. Theautomated devices may have three modes of operation: self-service, localassisted self-service during hours when the location lobby is open, andremote assisted service when the location lobby is closed. The computingdevice or other devices may identify the hours for each location andtransfer service to local or remote agent devices accordingly.

A service request may be automatically transferred to a remote agentdevice based on the number of service requests and/or the number oflocal agents at the location. For example, the local agents at thelocation may be overloaded with requests, and remote agents may assistduring overload situations. A computing device may identify an overloadcondition based on the ratio of the number of service requests to thenumber of local agents. If the ratio exceeds a threshold, one or morerequest may be transferred to a remote agent. A computing device mayalso identify an overload condition based on a calculated wait time forcustomers at the automated devices. The wait time may be calculatedbased on one or more of the amount of time that the customer has been atthe automated device (e.g., the active session) or the amount of timethat the customer has been waiting for assistance at a particular step.If the wait time exceeds a threshold wait time, one or more requests maybe transferred to a remote agent. Once the ratio of requests to localagents drops below a threshold ratio, or the wait time drops below athreshold wait time, future requests may be serviced by local agents atthe location.

FIG. 29 illustrates example selectable actions in which various aspectsof the disclosure may be implemented. One or more of the selectableactions illustrated in FIG. 29 may be displayed on the LTA device (orremote agent device). The interface 2905 may be displayed if, forexample, the user selects a request service option at the automateddevice. The interface 2905 may display a full service option 2907. Inresponse to an agent selecting the full service option 2907, the agentmay be granted full service access to the automated device, such as viathe agent's LTA device. The agent may complete the transaction for thecustomer in full service mode. The system may store data indicating thatthe agent helped the customer at the automated device and assisted infull service mode on behalf of the customer. Once the transaction iscomplete, the system may update the data to indicate that service hasbeen completed.

The interface 2905 may also display an option 2909 to flag the user asan opportunity. In response to selecting this option, the user may beidentified by the system for an agent to potentially provide additionalopportunities or services to the user after the user completes his orher transaction. The system may load the user's information onto acustomer relationship management (CRM) interface. The system may alsoload one or more icons onto the CRM interface, such as a target icon, toindicate that the user has been flagged by an agent for an opportunity.Flagging for opportunities will be described in further detail in theexamples below. The interface 2905 may also display an option 2911 tocancel the service request. If the agent selects this option 2911, therequest from the automated device may be cancelled, and the automateddevice and/or user may be notified that the service request wascancelled. The automated device may close an interface indicating thatthe automated device is waiting for service and/or return to aninterface displayed on the automated device before the user requestedassistance.

The interface 2915 may be displayed if, for example, a task (e.g., analert or exception) occurs during the transaction. In some aspects, theinterface 2915 might not include an option for the agent to cancel theservice request. The interface 2915 may display a service customeroption 2917. If an agent selects the option 2917, the agent's LTA devicemay be connected to the automated device, and the agent may be able toprovide assisted service to the customer at the automated device (asopposed to full service). The interface 2915 may also include a fullservice option and a flag as opportunity option as previously described.

The interface 2925 may be displayed if, for example, the agent isassisting the user. The interface 2925 may display a complete serviceoption 2927. If the agent selects this option 2927, the assistance bythe LTA device of the agent may be completed, and the connection betweenthe automated device and the LTA device may be disconnected. The requestmay also be removed from the list of service requests (e.g., as listedon interface 2700). The interface 2925 may also display an option 2929to transfer the service request to another device, such as another LTAdevice or another remote agent device, as previously described. Theinterface 2925 may also display a full service option and a flag asopportunity option, as described above.

The interface 2935 may be displayed if, for example, the user is beingassisted by another agent. The interface 2945 may be displayed if, forexample, an agent switches to the CRM view. Each of the interfaces 2935and 2945 may also display an open full CRM view 2937. In response toselecting this option, a CRM interface for the user may be displayed onthe agent's LTA device. The CRM interface will be described in furtherdetail below. Each of the interfaces 2935 and 2945 may display a flag asopportunity option, as described above.

FIG. 30 illustrates example selectable actions for authentication,transaction alerts, verifying checks, and verifying non-customer IDs inwhich various aspects of the disclosure may be implemented. Theselectable actions may be displayed on the LTA device (or remote agentdevice) of an agent assisting the user. The interface 3005 may bedisplayed when the agent is authenticating the user as described above.For example, the user may authenticate using a card (e.g., a bank card,a credit card, an ATM card, and the like) and/or an ID (e.g., a driver'slicense). If the agent decides to authenticate the user, the agent mayselect the authenticate option 3007. The LTA device may send a messageto the automated device that the user has been authenticated, and theuser may proceed with his or her transaction on the automated device.The interface 3010 may be displayed on the LTA device after the agentauthenticates the user. If, on the other hand, the agent decides not toauthenticate the user, the agent may select the cancel transactionoption 3009. The LTA device may send a message to the automated deviceto cancel the transaction, and a message may be displayed to the userthat the user cannot be authenticated.

The interface 3015 may be displayed when the agent is reviewing atransaction alert as described above. If the agent decides to review thealert, the agent may select the review alert option 3017. The LTA devicemay display the alert to the agent. Example interfaces for transactionalerts will be described in further detail in the examples below. Oncethe alert is addressed, the agent may provide input to the LTA device,and the LTA device may send a message to the automated device that thealert has been cleared. The user may proceed with his or her transactionon the automated device. The interface 3020 may be displayed on the LTAdevice after the transaction alert has been cleared. If, on the otherhand, the agent decides not to address the transaction alert, the agentmay select the cancel transaction option 3009. The LTA device may send amessage to the automated device to cancel the transaction, and a messagemay be displayed to the user that the transaction could not becompleted.

The interface 3025 may be displayed when the agent is verifying checksscanned by the automated device as described above. If the agent decidesto review the checks, the agent may select the verify checks option3027. The LTA device may display the checks to the agent, as previouslydescribed. Once the agent verifies the checks, the agent may provideinput to the LTA device, and the LTA device may send a message to theautomated device that the checks have or have not been verified. Theuser may proceed with his or her transaction on the automated device.The interface 3030 may be displayed on the LTA device after one or morechecks have been verified. If, on the other hand, the agent decides notto verify the checks, the agent may select the cancel transaction option3009. The LTA device may send a message to the automated device tocancel the transaction, and a message may be displayed to the user thatthe transaction could not be completed.

The interface 3035 may be displayed when the agent is verifying anon-customer ID, such as a drivers' license, as described above. If theagent decides to verify the non-customer ID, the agent may select theauthenticate option 3037. The LTA device may send a message to theautomated device that the ID has been verified (or display the ID forverification). After verification, the user may proceed with his or hertransaction on the automated device. The interface 3040 may be displayedon the LTA device after the agent verifies the non-customer ID. If, onthe other hand, the agent decides not to verify the non-customer ID, theagent may select the no valid ID option 3031. The LTA device may send amessage to the automated device to cancel the transaction, and a messagemay be displayed to the user that the user cannot be authenticated.

The interface 3045 may be displayed when the agent is addressing a cashor check jam at the automated device as described above. The interface3045 may comprise a cancel transaction option 3047. The agent may selectthe cancel transaction option 3047. The LTA device may send a message tothe automated device to cancel the transaction, and a message may bedisplayed to the user that the transaction could not be completed. Theinterface 3050 may be displayed on the LTA device after selection of thecancel transaction option 3047.

The interface 3055 may be displayed when the agent is addressing areceipt jam at the automated device as described above. If the agentdecides to clear the jam, the agent may select the clear jam option3057. In response to selection of the option 3057, the LTA device maynotify maintenance personnel to clear the jam. The LTA device may alsoattempt to instruct the automated device to clear the jam by, forexample running one or more of its paper rolls until the jam clears.After the jam has cleared, the user may proceed with his or hertransaction on the automated device. The interface 3060 may be displayedon the LTA device after the request to clear the receipt jam is sent orthe receipt jam is actually cleared.

FIG. 36 illustrates an example user interface 3600 for local transactionassistance in which various aspects of the disclosure may beimplemented. Using the interface 3600 (and similarly the interface 2600illustrated in FIG. 26), an LTA device may provide the agent with anoperations view and a CRM view for each user and/or automated device. Inother words, the LTA device may run in a dual mode configuration. Theagent may switch between the operations and CRM views for each user (andoptionally for all of the users). For example, the interface 3600 maycomprise a toggle 3605 (or other GUI element) for Customer A. Asillustrated in FIG. 36, the agent may be in a CRM view for Customer A.If the agent slides the toggle 3605 from the left-hand side to theright-hand side of the interface 3600, the operations view for CustomerA may be displayed to the agent, as illustrated in FIG. 26. The agentmay similarly slide the toggle 3605 from the right-hand side to theleft-hand side of the interface 3600 to return to the CRM view forCustomer A illustrated in FIG. 36.

The CRM view may display a navigation menu, which may include one ormore selectable options for the agent to view information on thecustomer. In response to a selection of the alerts option 3610 from thenavigation menu, alerts for Customer A may be displayed in the contentpane 3635. For example, Customer A may have 4 alerts. Alerts may bepertinent to the customer's profile or account. Alerts may identifyupcoming appointments. Alerts may include travel flags. Alerts mayinclude recent deception. Alerts may include issues report in otherchannels or business units.

In response to a selection of the opportunities option 3615, the flaggedopportunities for Customer A may be displayed in the content pane 3635.Customer A currently has been flagged for 2 different opportunities. Aspreviously explained, an agent may flag a customer for one or moreopportunities during the user's transaction. The same agent or twodifferent agents may have flagged customer A for these opportunities.Once flagged, those opportunities may be displayed in the content pane3635. In some aspects, all of the LTA devices servicing the location maybe updated to indicate that the customer has been flagged for one ormore opportunities.

The flagged opportunities may be stored in a database, such as a userprofile if the user is a customer of the entity. If the user is not acustomer, the LTA device that flags the user (or another computingdevice) may create a profile for the non-customer, and store the flaggedopportunities in association with the new profile. By storing flaggedopportunities, a user may be presented with customized opportunitiesafter the user has finished his or her transaction at the automateddevice or has left the self-service device. An agent may physicallyapproach the user after the user has left the automated device topresent the opportunity or offer to the user before the user leaves thelocation. Alternatively, if no agents are available before the userleaves the location, the flagged opportunities may continue to be storedin the database, so that the opportunity may be presented to the userthe next time the user returns. In particular, after the user returnsand authenticates with an automated device, the LTA devices at thelocation display the previously-saved opportunities for the user.

The flagged opportunity may be presented to the user after an agentassists the user with a transaction. For example, assume that atransaction alert or exception occurs while the user is authenticatingwith an automated device. An agent may see the alert or exception on hisor her LTA device and assist the user with authentication, such asverifying information on the user's driver's license. After the agentcompletes the service, the agent may present the user with the flaggedopportunity. The agent may know which opportunities to present to theuser because the opportunities for the user are displayed in the CRMview on the LTA device. As previously explained, the agent may use thetoggle 3605 to toggle between an operations view used to assist with thetransaction and a CRM view used to present opportunities to the user. Insome aspects, the agent may be required to finish assisting the userwith the transaction before the agent can access the user's flaggedopportunities. For example, the CRM view for Customer A may be read only(but still viewable) until the agent is finished assisting with thetransaction. In some aspects, an agent may choose not to act on aflagged opportunity until the customer is assisted with his or hertransaction.

Exemplary opportunities include signing up for a particular service,such as receiving electronic statements, direct deposits, and the like.Other exemplary opportunities include an opportunity to open an accountwith the entity (e.g., a checking account, a savings account, a moneymarket savings account, a credit card account, a mortgage, and thelike). For example, a user (who may or might not be a customer) mayregularly visit the location every other Friday to cash a check. Eachtime the user visits the location, a computing device may store theinformation in a profile for the user. Based on a pattern of visit, thecomputing device may determine to flag the user for an opportunity thatwill shorten the user's visit or eliminate the need for a visitaltogether. The computing device may automatically flag the user for anopportunity, or an LTA device may display the pattern of visit to anagent, and the agent may manually flag the user for the opportunity. Forexample, if the user is a customer, the customer may be flagged for anopportunity to enroll in direct deposit. An agent may present the directdeposit opportunity to the customer the next time the customer visitsthe location. If the user is not a customer, the user may be flagged foran opportunity to open an account with the entity and to enroll indirect deposit. A temporary, non-customer profile may be created for theuser, the profile including information that may be used to identify theuser the next time the user visits the location, such as a first name, alast name, driver's license information, and the like.

Flagged opportunities may also be presented to users at the automateddevice. For example, after the user completes a transaction, theautomated device may present one or more of the opportunities flaggedfor the user on its display. In some aspects, agents may control, viaLTA devices, whether or not to present the opportunity to the user atthe automated device. For example, if there is a long queue for theautomated devices, an agent may select an option on the LTA device forthe automated device not to present the opportunity to the user. Flaggedopportunities may also be presented to users by a teller, a personalbanker, or another automated device used to present opportunities. Forexample, after the user completes a transaction at the automated device,the automated device may display a message instructing the user to go toa particular teller, personal banker, or another automated device toreceive the offer.

If the user decides to act on a particular opportunity, such as signingup for a new product, the automated device or an LTA device maypre-populate the application for the new product with information storedfor the user. For example, if the user is a customer, the automateddevice or LTA device may access the customer's profile with the entityand populate the application with relevant information (e.g., name,current accounts, SSN, address, and the like). The automated device orLTA device may similarly populate the application for a non-customerbased on temporary information stored for the non-customer (e.g., name,driver's license information, and the like). Accordingly, the user mightbe able to complete the application quicker than if they are notpre-populated. In some aspects, if the automated device or LTA device isable to completely fill out the application based on the user's profile,the user may simply review the information and provide legal consent forthe application to be processed.

Returning to FIG. 36, the navigation menu may display an appointmentsoption 3620. In response to a selection of the option 3620 by an agent,the user's appointments may be displayed in the content pane 3635. Theuser's appointments may be retrieved from the user's profile. The agentmay access the appointment information to save the user time. Forexample, the user may have an appointment scheduled in one week. Ratherthan having the user return to the location in one week, the agent mayask the user whether he or she would like to have the appointment aftercompleting the transaction at the automated device.

The appointments option 3620 may also be used by an agent to schedule anappointment for the user from the agent's LTA device. If a user decidesto act on (e.g., listen to) an opportunity flagged for the user, anappointment may be scheduled for the user, and the appointment may bedisplayed on the LTA device. The appointment information may also beused to give credit to agents that service the customer and/or flagopportunities for the customer that the customer eventually signs upfor.

The navigation menu may also comprise a customer profile option 3625. Inresponse to a selection of the option 3625 by an agent, some of theinformation from the customer's profile may be displayed in the contentpane 3635. Once a customer authenticates via the automated device, thecustomer's transaction might not be tied specifically to a card used forauthentication (e.g., a bank card or a debit card) or specific accountinformation. Instead, the automated device and/or an LTA device may haveaccess to and/or act upon the customer's full profile. In other words,the customer may have access to a plurality of accounts associated withthe customer's profile, rather than just the account associated with aparticular card (e.g., a card used for authentication). An agent at anLTA device may similarly be granted access to and/or act upon thecustomer's full profile, such as information from the plurality ofaccounts associated with the customer's profile.

The user may have access to his or her profile or accounts associatedtherewith after authenticating using an ID, such as a driver's license,as previously explained with reference to FIGS. 31-34. For example, anagent may authenticate the customer using an image of the customer'sscanned driver's license. Based on information on the ID (or otherinformation, such as a SSN or TIN provided by the customer), the agentmay search for the customer in a database. Once the customer is foundand authenticated by the agent via the agent's LTA device, the customermay have access to all of the customer's accounts associated with thecustomer's profile. Thus, the customer may choose to, for example,deposit a check into any of the user's accounts. The customer maysimilarly be able to withdraw cash from any of the user's accounts.Various other uses of the customer profile were described above.

The navigation menu may also comprise a rewards option 3630. In responseto a selection of the option 3630 by an agent, the user's rewards may bedisplayed in the content pane 3635. The CRM view for Customer A may alsoinclude a pane 3640 that identifies the customer, the customer'srelationships, the customer's accounts, and/or the customer's keyenrolled services.

The interface 3600 may comprise toggles for one or more other customers,such as a toggle 3645 for Customer B, who may be in a self-service modeat the automated device, and a toggle 3650 for Customer C, who may bebeing assisted by another LTA device. In some aspects, less informationmay be displayed for customers not being serviced by the agent. The CRMview for Customer C, for example, may display alerts 3655 andopportunities 3660 for Customer C. In some aspects, a toggle option 3665might not be included for users that have not yet been authenticated,such as the Unknown Customer.

FIG. 37 illustrates an example user interface 3700 for local transactionassistance in which various aspects of the disclosure may beimplemented. The interface 3700 may comprise a global CRM view option3705. In response to a selection of the option 3705 by an agent, the LTAdevice may toggle all of the customers to a CRM view (if applicable). Ifa CRM view is not available for a particular user, such as UnknownCustomer 2, the view for Unknown Customer 2 might not toggle to the CRMview. The agent may similarly select the global operations view option3710 to toggle all of the customers to an operations view (notillustrated).

FIG. 5 illustrates an example user interface 500 for local transactionassistance in which various aspects of the disclosure may beimplemented. The interface 500 may comprise a CRM view and may displayflagged opportunities, as previously described. The counter 505 mayindicate the number of customers flagged as opportunities (e.g., 4customers). As customers are removed either by the system or by anagent, the counter 505 may be reduced. Similarly, the counter 505 may beincreased as customers are flagged. In some aspects, the number ofcustomers listed may be limited to a threshold number, such as 10customers. If the number of flagged opportunities exceeds the thresholdnumber, the LTA device or other computing device may remove the oldestcustomer (e.g., by date and time flagged). For example, if 11 customershave been flagged, the oldest customer may be removed from the list.

The LTA device or other computing device may also monitor the amount oftime that each customer has been on the list. If this amount of timeexceeds a threshold (e.g., 10 minutes), the customer may be removed fromthe list. For example, once a customer has been on the list for morethan 10 minutes and has not been selected by an agent for anopportunity, the customer may be removed from the list. As previouslydescribed, the customer may be added to the list the next time thecustomer returns to the location and authenticates with an automateddevice. The customer might be kept on the list even if the thresholdtime has been exceeded if the customer is still in service (e.g.,performing a transaction at an automated device). The interface 500 maydisplay a second counter 510, which may indicate the number of customersin session on the automated devices that have been flagged asopportunities.

FIG. 38 illustrates an example user interface 3800 for transactionalerts in which various aspects of the disclosure may be implemented.The interface 3800 may be displayed in response to an agent's selectionof the review alert(s) option 3017 illustrated in FIG. 30. The interface3800 may identify 3805 the number of transaction alerts for the customerbeing assisted by the LTA device. Each alert may be viewed in theviewing pane 3810. For example, a first alert may be displayed in thefirst alert viewing pane 3815. Instructions to the agent for handlingthe alert may also be displayed in each alert viewing pane. Alerthandling controls and/or input fields may also be displayed in eachalert viewing pane.

The alerts listed in the viewing pane 3810 may be ordered based onpriority. A high priority alert may comprise an alert that might preventa user from completing a transaction, such as authenticating the user, acheck jam, and the like. High priority alerts may be listed at the topof the viewing pane 3810. In some aspects, three priority levels mayexist. In a top priority alert (e.g., indicated by the color red), analert for deception may be confirmed. In a second priority alert (e.g.,indicated by the color yellow), an alert for deception may be suspectedor the transaction may comprise a high risk transaction. In a lowpriority alert (e.g., indicated by the color blue), a check handling orhost message may indicate an account status message.

The interface 3800 may comprise an alert handling panel 3820, which maydisplay additional details for each alert selected by the agent. Forexample, if a user is authenticating using a driver's license, the alerthandling panel 3820 may display the scanned image of the user's driver'slicense. If a user is depositing a check, and an alert for an agent toverify the check amount occurs, the alert handling panel 3820 maydisplay the scanned image of the check. Any other information may bedisplayed in the alert handling panel 3820, based on the alerts orexceptions described herein.

The interface 3800 may comprise a complete button 3825. The completebutton 3825 may be disabled until the agent addresses one or morealerts. For example, the button 3825 may be disabled until the agentaddresses all high priority alerts. As another example, the button 3825may be disabled until the agent addresses all alerts, including high andlow priority alerts. Once the alerts have been addressed, the agent mayselect the complete button 3825, and the interface 3800 may be closed.The interface 3800 may comprise a minimize window button 3830. Selectionof the minimize window button 3830 may cause the interface 3800 to beminimized (e.g., pushed to the background). The agent may return to theinterface 3800 by selecting the review alerts option, as previouslydescribed. The agent's prior actions (e.g., addressing one or morealerts) may be stored, and the interface 3800's prior state may berestored when the agent returns to the interface 3800.

FIG. 39 illustrates an example user interface 3900 for transactionalerts, such as a check review, in which various aspects of thedisclosure may be implemented. The interface 3900 may comprise an alertviewing pane 3905, which may include instructions for the agent, such as“Inform customer of hold before proceeding.” The pane 3905 may alsoidentify the hold amount ($###.##), the date that the held funds will beavailable (Mar. 27, 2015), and the hold reason code (######XXX). Thepane 3905 may also comprise one or more actions that the agent caninstruct the LTA device to take. If the agent selects the deduct itembutton 3910, the LTA device may instruct the automated device (or othercomputing device) to deduct the check from the transaction, adjust thedeposit amount by removing the amount of the check, and/or returning thecheck to the customer, such as at the end of the transaction. If theagent selects the standard hold button 3915, the LTA device may initiatea standard hold for the check (e.g., a 3 day hold). The LTA device mayalso instruct the automated device (or other computing device) to adjustthe deposit amount and display a hold notification to the user. If theagent selects the supervisor override button 3920, the LTA device maydisplay a supervisor override window, such as a popup window. The agentmay override the hold by, for example, inputting the agent'scredentials. The system may allow the check deposit without the standardhold. The interface 3900 may also display 3925 the front of the checkand/or the back of the check. The interface 3900 may provide options torotate, zoom, and/or reset the image of the check.

FIG. 40 illustrates an example user interface 4000 for transactionalerts, such as a check review, in which various aspects of thedisclosure may be implemented. The interface 4000 may comprise an alertviewing pane 4015, which may include instructions for the agent. Thealert viewing pane 4015 may comprise a link 4035 for the agent to viewthe procedure for verifying a check. In response to a selection of thelink 4035 by the agent, the LTA device may display a procedure window4040 providing the agent with additional details for addressing thealert.

FIG. 41 illustrates an example user interface 4100 for a supervisoroverride in which various aspects of the disclosure may be implemented.The interface 4100 may comprise a window 4105, such as a popup window,providing input fields for the agent. The agent may input his or her ID,password, and/or remarks for overriding, for example, a check hold, aspreviously described with reference to FIG. 39. The check hold may beoverridden in response to the agent's selection of the override buttondisplayed in the window 4105.

FIG. 42 illustrates an example user interface 4200 for a supervisoroverride in which various aspects of the disclosure may be implemented.For example, the interface 4200 may be displayed if the systemdetermines that the user is performing a high risk transaction. Theinterface 4200 may display a message 4205 indicating that thetransaction is a high risk transaction and that a second user ID isrequired to complete the transaction. The interface 4200 may display amessage 4210 indicating to the agent that an agent override is needed toproceed. The interface 4200 may comprise an agent override withsecondary ID option 4215. In response to a selection of the option 4215by the agent, a secondary ID and agent override option may be displayedon the LTA device.

FIG. 43 illustrates an example user interface 4300 for a supervisoroverride in which various aspects of the disclosure may be implemented.For example, the interface 4300 may be displayed in response to theagent's selection of the override option 4215 illustrated in FIG. 42.The interface 4300 may display a window 4305, which may comprise a popupwindow. The window 4305 may include an ID Type input for the agent toselect the second user ID, such as a state driver's license. The window4305 may include an option for the agent to select the state issuing theuser's ID. The window 4305 may include an input field to enter thedriver's license number and/or the expiration date of the driver'slicense. The window 4305 may also include a remarks section for theagent to provide reasons for overriding the alert or other remarks. Inresponse to a selection of the submit button by the agent, the LTAdevice may send a message to the automated device or other computingdevice indicating that the alert has been overridden.

The interfaces 4200 and 4300 illustrated in FIGS. 42 and 43,respectively, may be used for dual mode authentication of the customer.In other words, the customer or the transaction may be authenticatedusing multiple, separate devices. An exemplary dual mode authenticationprocess will now be described. As previously explained with reference toFIGS. 6A-B, a customer may authenticate using a card, such as a bankcard, a debit card, and the like. During authentication, the customermay also enter a PIN associated with the card. After authentication, thecustomer may proceed to performing a transaction.

During the transaction, the automated device may flag the transaction asa high risk transaction and send an alert or exception to the LTA deviceor other computing device. A corresponding alert or exception may bedisplayed for the customer in an operation view on LTA devices, such asthe interface 2600 illustrated in FIG. 26. An agent may assist thecustomer by selecting, for example, a review alert(s) option 2652. Inresponse to a selection of the review alert(s) option 2652, the agent'sLTA device may display the interface 4200 illustrated in FIG. 42. Aspreviously described, the LTA device may indicate to the agent that asecond user ID for authentication is required to complete thetransaction. The agent may select the override option 4215, and theoverride window 4305 may be displayed responsive to the selection.

At this point, the agent may use a second method of authentication forthe user, such as the user's driver's license. In some aspects, the usermay have previously scanned his or her driver's license at the automateddevice. The LTA device may retrieve the scanned image and display thescanned image to the agent. The LTA device may optionally extractinformation from the driver's license image and prepopulate the inputfields in the override window 4305 (e.g., the ID type, the state, thelicense number, and/or the expiration date). Alternatively, the agentmay manually input the driver's license number information by reviewingthe scanned image of the license.

Instead of using a scanned image of the driver's license, the agent mayphysically approach the customer to request the customer's driver'slicense. The agent may input the driver's license information into thevarious fields in the override window 4305. The agent may select thesubmit button, and the LTA device may send a message to the automateddevice (or another computing device, such as the computing device 310)indicating that the customer has been authenticated using a second IDand for the automated device to permit the customer to continue with thetransaction.

While an example of dual mode authentication using a card (and a PIN)and a driver's license was previously described, dual modeauthentication may comprise any combination of two forms ofauthentication. For example, a user may be authenticated using a cardand driver's license (as previously described), a card and thecustomer's SSN, a driver's license and an SSN, or any other combinationof authentication methods. In these examples, the customer may beauthenticated at the beginning of the transaction using one method andauthenticated during the transaction or at the end of the transactionusing a different method.

In some aspects, a customer may be wholly or partially authenticatedprior to approaching and interacting with an automated device. Forexample and with reference to FIG. 4, a customer 404 may approach anagent at a location 402 and ask the agent to authenticate the user. Forexample, the customer 404 may provide the agent with an ID, such as adriver's license or a card (e.g., a debit card). The agent mayauthenticate the customer based on the ID or card, such as by lookingup, on the LTA device, the customer's information in a database based oninformation on the ID or card. The agent may select an option toauthenticate the user via the LTA device, and the LTA device may displaya code confirming the authentication. For example, the code may comprisea numeric code, an alphanumeric code, a QR code, or any other code thatidentifies the authentication. The code may identify a temporaryauthentication session for the user and may be time limited, such as 5minutes, 10 minutes, or 15 minutes.

The code may be printed and physically given to the customer.Alternatively, a digital code may be sent to the customer's device, suchas a mobile phone or tablet. The customer may approach one of theautomated devices at the location 402 and provide the code to theautomated device, such as by scanning a QR code, inputting a numericcode, and the like. The automated device may look up the code in adatabase to identify the customer that was authenticated. Once theauthentication session is determined, the automated device mayautomatically sign the customer into the device, and the customer mayperform one or more transactions at the automated device, as previouslydescribed.

In some aspects, the customer may be wholly or partially authenticatedprior to visiting the location 402, such as via the customer's mobiledevice (e.g., a smartphone, a tablet, and the like). The customer mayopen an application on the mobile device used to authenticate thecustomer for a transaction at an automated device. Authentication viathe mobile device may be temporary and based on the customer's location.For example, authentication may be valid for 15 minutes. In other words,if the user authenticates via the user's mobile device, the user wouldhave to access an automated device within 15 minutes of authenticatingfor the authentication session to remain valid. The mobile device (andapplication running on the device) may determine the location of theuser and estimate the amount of time that it would take the user to walkto the location 402. If the mobile device is outside of a thresholddistance, such as a distance that can be walked in 15 minutes, theapplication might prevent the customer from authenticating. Theapplication may instead instruct the customer to walk closer to thelocation of the automated device.

If the user is close enough to the location, such as at a distance thatcan be walked in 15 minutes, the application may permit the user toauthenticate via the mobile device. The user may, for example, input ausername or account number and a password. Once the user isauthenticated, the mobile device may generate a code, such as analphanumeric code, a numeric code, a QR code, and the like. As describedabove, the code may be time limited, such as to 5 minutes, 10 minutes,or 15 minutes. Once the user arrives at the location 402, the user mayapproach an automated device and provide the code to the automateddevice. If the user is within the time limit for the code, the automateddevice may automatically authenticate the customer, and the customer mayperform a transaction at the device.

In some aspects, the customer may also input the type of transaction(e.g., a check deposit, a cash withdrawal, and the like) via the mobileapplication. This information may be stored with the authenticationsession, and the automated device may skip one or more display screens(e.g., selection of the type of transaction) once the customer accessesthe device. One or more agents at the location 402 may also be notifiedof the customer's expected arrival. For example, the LTA devices at thelocation 402 may display a notification to the agents. Agents mayprepare for the customer's arrival and/or direct the customer to theappropriate automated device (e.g., based on the selected transaction).

Various aspects described herein may be embodied as a method, anapparatus, or as computer-executable instructions stored on one or morenon-transitory and/or tangible computer-readable media. Accordingly,those aspects may take the form of an entirely hardware embodiment, anentirely software embodiment (which may or may not include firmware)stored on one or more non-transitory and/or tangible computer-readablemedia, or an embodiment combining software and hardware aspects. Anyand/or all of the method steps described herein may be embodied incomputer-executable instructions stored on a computer-readable medium,such as a non-transitory and/or tangible computer readable medium and/ora computer readable storage medium. Additionally or alternatively, anyand/or all of the method steps described herein may be embodied incomputer-readable instructions stored in the memory and/or othernon-transitory and/or tangible storage medium of an apparatus thatincludes one or more processors, such that the apparatus is caused toperform such method steps when the one or more processors execute thecomputer-readable instructions. In addition, various signalsrepresenting data or events as described herein may be transferredbetween a source and a destination in the form of light and/orelectromagnetic waves traveling through signal-conducting media such asmetal wires, optical fibers, and/or wireless transmission media (e.g.,air and/or space).

Aspects of the disclosure have been described in terms of illustrativeembodiments thereof. Numerous other embodiments, modifications, andvariations within the scope and spirit of the appended claims will occurto persons of ordinary skill in the art from a review of thisdisclosure. For example, one of ordinary skill in the art willappreciate that the steps illustrated in the illustrative figures may beperformed in other than the recited order, and that one or more stepsillustrated may be optional in accordance with aspects of thedisclosure.

What is claimed is:
 1. A method, comprising: determining, by a computingdevice managing an activity assistance portal, status information foreach of a plurality of automated self-service devices at a samelocation, wherein the status information for an automated self-servicedevice of the plurality of automated self-service devices indicates anactivity being performed by a corresponding user at the automatedself-service device, and wherein the computing device managing theactivity assistance portal is remotely located from the plurality ofautomated self-service devices; determining, by the computing device andfor each of the plurality of automated self-service devices, an amountof time associated with the activity being performed by thecorresponding user at the automated self-service device; determining, bythe computing device, an order for assisting the plurality of automatedself-service devices based on the amount of time associated with theactivity being performed by the corresponding user at the automatedself-service device; determining, by the computing device, a firstportable activity assistance device and a second portable activityassistance device, of a plurality of portable activity assistancedevices, that are at the same location as the plurality of automatedself-service devices; responsive to determining that the first portableactivity assistance device of the plurality of portable activityassistance devices is assisting a first automated self-service device ofthe plurality of automated self-service devices, generating, by thecomputing device, a first interface for display on the first portableactivity assistance device, wherein the first interface comprises thestatus information for each of the plurality of automated self-servicedevices according to the determined order, and wherein generating thefirst interface comprises generating the first interface by positioningstatus information for the first automated self-service device abovestatus information for the remaining automated self-service devices ofthe plurality of automated self-service devices; transmitting, by thecomputing device and to the first portable activity assistance device atthe same location as the plurality of automated self-service devices,the first interface for display on the first portable activityassistance device at the same location as the plurality of automatedself-service devices; responsive to determining that the second portableactivity assistance device of the plurality of portable activityassistance devices is assisting a second automated self-service deviceof the plurality of automated self-service devices, generating, by thecomputing device, a second interface for display on the second portableactivity assistance device, wherein generating the second interfacecomprises generating the second interface by positioning statusinformation for the second automated self-service device above statusinformation for the remaining automated self-service devices of theplurality of automated self-service devices; and transmitting, by thecomputing device and to the second portable activity assistance deviceat the same location as the plurality of automated self-service devices,the second interface for display on the second portable activityassistance device at the same location as the plurality of automatedself-service devices.
 2. The method of claim 1, wherein the amount oftime associated with the activity comprises an amount of time thecorresponding user spent at the automated self-service device.
 3. Themethod of claim 1, wherein the amount of time associated with theactivity comprises an amount of time the corresponding user spentwaiting for assistance from one or more of the plurality of portableactivity assistance devices.
 4. The method of claim 1, furthercomprising: receiving, by the computing device managing the activityassistance portal and from each of the plurality of automatedself-service devices at the same location, the status information forthe respective automated self-service device, of the plurality ofautomated self-service devices, at the same location.
 5. The method ofclaim 1, wherein the status information for the first automatedself-service device indicates an amount of time the first portableactivity assistance device has been assisting the first automatedself-service device.
 6. The method of claim 1, wherein the statusinformation for the second self-service automated device indicates anamount of time the second portable activity assistance device has beenassisting the second automated self-service device.
 7. The method ofclaim 1, further comprising: determining that an activity time at athird automated self-service device of the plurality of automatedself-service devices exceeds an expected activity time by more than athreshold, wherein generating the first interface comprises including anotification on the first interface requesting one or more of theplurality of portable activity assistance devices to assist the thirdautomated self-service device.
 8. An apparatus, comprising: a processor;and memory storing computer-executable instructions that, when executedby the processor, cause the apparatus to: determine status informationfor each of a plurality of automated self-service devices at a samelocation, wherein the status information for an automated self-servicedevice of the plurality of automated self-service devices indicates anactivity being performed by a corresponding user at the automatedself-service device, wherein the apparatus is configured to manage anactivity assistance portal, and wherein the apparatus is remotelylocated from the plurality of automated self-service devices; determine,for each of the plurality of automated self-service devices, an amountof time associated with the activity being performed by thecorresponding user at the automated self-service device; determine anorder for assisting the plurality of automated self-service devicesbased on the amount of time associated with the activity being performedby the corresponding user at the automated self-service device;determine a first portable activity assistance device and a secondportable activity assistance device, of a plurality of portable activityassistance devices, that are at the same location as the plurality ofautomated self-service devices; responsive to determining that the firstportable activity assistance device of the plurality of portableactivity assistance devices is assisting a first automated self-servicedevice of the plurality of automated self-service devices, generate afirst interface for display on the first portable activity assistancedevice, wherein the first interface comprises the status information foreach of the plurality of automated self-service devices according to thedetermined order, and wherein generating the first interface comprisesgenerating the first interface by positioning status information for thefirst automated self-service device above status information for theremaining automated self-service devices of the plurality of automatedself-service devices; transmit, to the first portable activityassistance device at the same location as the plurality of automatedself-service devices, the first interface for display on the firstportable activity assistance device at the same location as theplurality of automated self-service devices; responsive to determiningthat the second portable activity assistance device of the plurality ofportable activity assistance devices is assisting a second automatedself-service device of the plurality of automated self-service devices,generate a second interface for display on the second portable activityassistance device, wherein generating the second interface comprisesgenerating the second interface by positioning status information forthe second automated self-service device above status information forthe remaining automated self-service devices of the plurality ofautomated self-service devices; and transmit, to the second portableactivity assistance device at the same location as the plurality ofautomated self-service devices, the second interface for display on thesecond portable activity assistance device at the same location as theplurality of automated self-service devices.
 9. The apparatus of claim8, wherein the amount of time associated with the activity comprises anamount of time the corresponding user spent at the automatedself-service device.
 10. The apparatus of claim 8, wherein the amount oftime associated with the activity comprises an amount of time thecorresponding user spent waiting for assistance from one or more of theplurality of portable activity assistance devices.
 11. The apparatus ofclaim 8, wherein the memory stores additional computer-executableinstructions that, when executed by the processor, cause the apparatusto: receive, from each of the plurality of automated self-servicedevices at the same location, the status information for the respectiveautomated self-service device, of the plurality of automatedself-service devices, at the same location.
 12. The apparatus of claim8, wherein the status information for the first automated self-servicedevice indicates an amount of time the first portable activityassistance device has been assisting the first automated self-servicedevice.
 13. The apparatus of claim 8, wherein the status information forthe second automated self-service device indicates an amount of time thesecond portable activity assistance device has been assisting the secondautomated self-service device.
 14. The apparatus of claim 8, wherein thememory stores additional computer-executable instructions that, whenexecuted by the processor, cause the apparatus to: determine that anactivity time at a third automated self-service device of the pluralityof automated self-service devices exceeds an expected activity time bymore than a threshold, wherein generating the first interface comprisesincluding a notification on the first interface requesting one or moreof the plurality of portable activity assistance devices to assist thethird automated self-service device.
 15. A non-transitorycomputer-readable medium having instructions stored thereon that, whenexecuted, cause a computing device to: determine status information foreach of a plurality of automated self-service devices at a samelocation, wherein the status information for an automated self-servicedevice of the plurality of automated self-service devices indicates anactivity being performed by a corresponding user at the automatedself-service device, wherein the computing device is configured tomanage an activity assistance portal, and wherein the computing deviceis remotely located from the plurality of automated self-servicedevices; determine, for each of the plurality of automated self-servicedevices, an amount of time associated with the activity being performedby the corresponding user at the automated self-service device;determine an order for assisting the plurality of automated self-servicedevices based on the amount of time associated with the activity beingperformed by the corresponding user at the automated self-servicedevice; determine a first portable activity assistance device and asecond portable activity assistance device, of a plurality of portableactivity assistance devices, that are at the same location as theplurality of automated self-service devices; responsive to determiningthat the first portable activity assistance device of the plurality ofportable activity assistance devices is assisting a first automatedself-service device of the plurality of automated self-service devices,generate a first interface for display on the first portable activityassistance device, wherein the first interface comprises the statusinformation for each of the plurality of automated self-service devicesaccording to the determined order, and wherein generating the firstinterface comprises generating the first interface by positioning statusinformation for the first automated self-service device above statusinformation for the remaining automated self-service devices of theplurality of automated self-service devices; transmit, to the firstportable activity assistance device at the same location as theplurality of automated self-service devices, the first interface fordisplay on the first portable activity assistance device at the samelocation as the plurality of automated self-service devices; responsiveto determining that the second portable activity assistance device ofthe plurality of portable activity assistance devices is assisting asecond automated self-service device of the plurality of automatedself-service devices, generate a second interface for display on thesecond portable activity assistance device, wherein generating thesecond interface comprises generating the second interface bypositioning status information for the second automated self-servicedevice above status information for the remaining automated self-servicedevices of the plurality of automated self-service devices; andtransmit, to the second portable activity assistance device at the samelocation as the plurality of automated self-service devices, the secondinterface for display on the second portable activity assistance deviceat the same location as the plurality of automated self-service devices.16. The non-transitory computer-readable medium of claim 15, wherein theamount of time associated with the activity comprises an amount of timethe corresponding user spent at the automated self-service device. 17.The non-transitory computer-readable medium of claim 15, wherein theamount of time associated with the activity comprises an amount of timethe corresponding user spent waiting for assistance from one or more ofthe plurality of portable activity assistance devices.
 18. Thenon-transitory computer-readable medium of claim 15 having additionalcomputer-readable instructions stored thereon that, when executed, causethe computing device to: receive, from each of the plurality ofautomated self-service devices at the same location, the statusinformation for the respective automated self-service device, of theplurality of automated self-service devices, at the same location. 19.The non-transitory computer-readable medium of claim 15, wherein thestatus information for the first automated self-service device indicatesan amount of time the first portable activity assistance device has beenassisting the first automated self-service device.
 20. Thenon-transitory computer-readable medium of claim 15, wherein the statusinformation for the second self-service automated device indicates anamount of time the second portable activity assistance device has beenassisting the second automated self-service device.